Expert White Paper Addresses Work-at-Home Agent Model for Contact Centers

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Inova Solutions’ thought-leading white paper guides contact centers in remote agent management

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This paper is the culmination of intensive research and working closely with industry experts. We are thrilled to offer such an enlightening thought leadership piece to the public for free.

Today Inova Solutions released a free white paper, Overcoming the Challenges of Contact Center “Home-Sourcing,” which details the challenges contact center agents, supervisors and upper-level management face in the growing trend of sending agents home. The paper also addresses the tools contact centers can use to overcome these challenges.

Inova Solutions addresses a growing trend
Home-based employees are becoming more common in the contact center arena due to reduced costs, lower turnover and advances in business continuity. However, Inova has found that many contact center supervisors and managers have reservations about the work-at-home agent model. Overcoming the Challenges of Contact Center “Home-Sourcing” addresses those concerns and absolves myths about sending agents home. Also discussed are the many tools that call center agents and managers can use to keep agents engaged and productive. One tool that is proving to be especially useful is an application for electronic messaging and metrics reporting via the home agent's computer.

“Electronic reporting, available by PCs, gives home workers data they need to work with, and makes them feel part of the same team as other employees,” writes Brendan Read, noted contact center industry business editor and journalist, and author of Home Workplace, a handbook for employees and managers.

An educational tool for contact center staff
Before releasing the white paper, Inova worked with customers to ensure the paper not only addressed the issues contact centers face with at-home agents, but also addressed how to prevent many of the problems managers and staff must deal with daily.

“This paper is the culmination of intensive research and working closely with industry experts,” said Tom Muccia, Director of Product Management at Inova Solutions. “We are thrilled to offer such an enlightening thought leadership piece to the public for free.”

The first recipients of the white paper were Inova Solutions customers who attended a free, quarterly user forum web event on June 8, 2010. Participants had a chance to hear Read’s presentation on fostering a positive working environment when using at-home agents and then ask questions and engage interactively. Customers received the white paper as a takeaway from the user forum session which demonstrates Inova’s appreciation for its customers.

About Inova Solutions
Inova Solutions is a leading provider of communication solutions that help schools and universities, transit facilities, hospitals, call centers and others communicate vital, real-time information. For more information, visit http://www.inovasolutions.com/call-center-reporting.

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