Remote agents are becoming important these days. There are three reasons for that: lower contact center costs; improved customer service; and, improved employee satisfaction and retention. The other reasons are lower operating costs, less need for brick & mortar facilities, support staff, increased labor pool, and reduced training costs. But, proper tools must be used in order to maximize the use of agents. There are three essential tools for managing remote agents. They are: Agent Self-Scheduling Tools, Real-time Agent Adherence, and Online Productivity Tools. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1054/Default.aspx