Remote Agents / Virtual Call Center

Virtual call centers and contact centers make use of off-site and at-home agents for a variety of reasons.  Doing so is a cost-effective way to provide 24-7 service.  It is also more likely to fins agents wiling to work shorter and more flexible hours.  Since many agents prefer working at home, the result is a happier and more productive staff. Although going virtual raises some concerns, including technology implications and security issues, the benefits typically outweigh the challenges.

Are Remote Agents in Your Staffing Future?

At-Home Agents: The Promises and Pitfalls

Benefits of Virtualization for Call Centers

The Challenge of Remote Agent Training

Creating a Virtual Contact Center

Empower Employees Using eLearning Technologies

Home-Based Agents

Homebodies: The New Contact Center Agents

Implementing Remote Agent Stations

Just in Time Staffing

Managing Labor in a Virtual Call Center

Managing Remote Agents

Remote Agent Stations: Easing the Pain of Scheduling

Shifting the Remote Agent Paradigm

Strategies for Hiring in a Virtual Call Center

Training and Managing Remote Agents

What Does an Agent Really Cost, and Could You Use an Extra One or Two?