Last year, the contact center consulting experts at Eventus Solutions Group published a series of three whitepapers on Home Agents. The first provided an overview of Home Agents while the second and third drilled into the operations and technology aspects of deploying home agents. One of the topics we cover in the first paper is home agent contact center implementation considerations.
Despite the allure of the home agent model, employers shouldn’t underestimate the commitment required to be successful. The operation is dramatically different from brick and mortar. Consider the employee applicant pool as an example. When hiring for a brick and mortar operation, the employer is generally confined to the radius people are reasonably willing to commute to work. This fact limits the applicant pool a business can expect to attract.