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Does Your Contact Center Support At-Home Agents?

By Erica Marois | Date Published: July 11, 2013 - Last Updated August 22, 2018 | Comments

A few weeks ago we polled our community members to find out if their contact centers currently support at-home agents.  The results are in, and nearly half (47%) of all respondents answered "yes." 33% said they currently don't, and 20% said they don't now, but are considering it.

As technology continues to evolve, and the workforce changes, more and more contact centers will need to explore remote work options.  And not just for agents, but for management, too.

Next Thursday, July 18th, we'll discuss this very topic in a complimentary webinar with five9 and ICMI community expert George Xourafas.  We'll learn all about today's evolving customer and employee needs and discuss the following: 

  • The five most important things that a contact center manager really needs to manage while on the move.
  • How tablets and mobile devices can save the organization money and valuable time.
  • Why now might be the right time to implement a virtual workforce. Could your company benefit.

Could your company benefit from this knowledge?  Join us!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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