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Leveraging Technology for Remote Agents

Interactive Intelligence

The economic pressures of the last three years have forced businesses to focus on cost reduction, often ahead everything else. At the onset, the belt-tightening in customer contact organizations was viewed as temporary, but deep. In the darkest of days, agent occupancy requirements and service levels were tweaked in many business units. Team sizes often expanded, scope of responsibility broadened, and support functions were thinned, with few levels or functional groups left untouched.

During this same period, technology providers continued to innovate with new and improved products that eased interoperability, reduced cost, and offered both premise and hosted options. But traction was slowed, as organizations were distracted by, and grappling with, the sustained pain of stalled economic recovery.

Many organizations have resorted to short-term solutions to meet changing demands during the recession. But the gig is now up, so to speak. Material overhauls of business process and investments in supporting technology are the mandate.

Download this whitepaper to learn 11 ways that you can leverage remote agents.

Tags : remote agents, home agents, customer experience, customer contact, contact centers
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Published:  Oct 10, 2012
Length:  11
Type:  White Paper