The Work-at-home Agent

There’s good reason for such a focus on working from home (despite COVID-19). According to a 2019 analysis by Owl Labs, global employees’ top reasons for working remotely were: increased productivity/better focus, to avoid a commute, and to achieve better work life balance. For contact centres, the home-based model has continued to develop as an established trend.  This paper discusses benefits and options for adopting a home-based agent model, which given the current climate, is essential to a modern...

There’s good reason for such a focus on working from home (despite COVID-19).

According to a 2019 analysis by Owl Labs, global employees’ top reasons for working remotely were: increased productivity/better focus, to avoid a commute, and to achieve better work life balance.

For contact centres, the home-based model has continued to develop as an established trend. 

This paper discusses benefits and options for adopting a home-based agent model, which given the current climate, is essential to a modern business.

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