There’s a revolution afoot in the contact center industry… a new set of technologies that is radically changing the way in which agents work without affecting their ability to provide clients with excellent customer service.
What is this trend? Why, it’s the increasing popularity of home agents — customer service reps who work from their homes providing excellent service to clients. Many contact centers are finding they have to obtain the technology necessary to enable home agents, or risk falling behind in a competitive market.
Since retaining the best customer service rep talent may very well depend on whether or not a contact center can effectively compete, the advantages and challenges associated with the home agent model is a hot industry topic.
It’s also the very topic that will be discussed in an upcoming Webinar, “Agent at Home Solutions: Revolutionary Change for the Contact Center,” scheduled for Wednesday, July 12, 2008, at 2:00pm Eastern Time (11:00am Pacific).
This free Webinar will be presented by Brad Schorer, senior vice president of marketing and business development at VoltDelta; Craig DiAngelo, director of business affairs and VoltDelta; Prem Uppaluru, CEO at Transera (News
); and Brendan Read, senior contributing editor at TMCnet’s Customer Interactions Solutions
Schorer, DiAngelo, Uppaluru and Read will discuss the benefits of agent at home technologies and how these technologies can help contact centers become a more integral part of the overall business.
For more information about the Webinar, and to register, please click here
Mae Kowalke is senior editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for TMCnet here.