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.

Making Telework Work

Incentive Programs for Home Agents

Creating and Empowering a Virtual Workforce

Home Agent Adoption in 2010

Six Steps to Simplify Remote Management

The Home Agent Model: Drive to Security, Arrive at Flexibility

Home Agents: How the Remote Model Reduces Expenses

A Success Plan for Remote Agents

At Home Agents Pros and Cons

Home-Based Employees: Eight Secrets for Success

What Is a Distributed Call Center?

Considerations for a Distributed Call Center

Helping Remote Call Center Agents Succeed

Can You Go Remote Without Losing Control?

Training and Managing Remote Agents

Empower Employees Using eLearning Technologies

The Challenge of Remote Agent Training

Save Money and Help Staff with Telecommuting and Flextime

Benefits of Virtualization for Call Centers

Creating a Virtual Contact Center

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

Strategies for Hiring in a Virtual Call Center

Homebodies: The New Contact Center Agents

At-Home Agents: The Promises and Pitfalls

Remote Agent Stations: Easing the Pain of Scheduling

Managing Around the Sun: Tips For The Virtual Manager

Shifting the Remote Agent Paradigm

Managing Labor in a Virtual Call Center

Home-Based Agents

Remote Workers Are Not Remotely the Same

Multisite Operations: A Competitive Advantage

Are Remote Agents in Your Staffing Future?

Managing Remote Agents

Just in Time Staffing

Implementing Remote Agent Stations