Remote agents & their benefits in contact centers

Remote agents are becoming popular in today’s business world. They are becoming popular because of lower contact center costs; improved customer service; improved employee satisfaction and retention. The other advantages are - operating costs such as lower starting wages and reduced benefits, less need for brick and mortar facilities and support staff, increased labor pool with flexible scheduling options, and reduced training costs associated with increased agent retention. There are three essential tools for managing remote agents. They are: Agent Self-Scheduling Tools, Real-time Agent Adherence, and Online Productivity Tools. To know about these tools, follow:  http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/1054/Default.aspx