Learn how leveraging a remote workforce model could help organizations see benefits.

1. The Blueprint for
Deploying Remote Agents

2. Today, 80% of Fortune 500
companies use contingent
workforces in some way,
which can be staffed by
home-based agents or a
hybrid of home-based and
traditional site-based, brick
and mortar agents.

3. Benefits of leveraging remote agents
• A more scalable, agile and flexible business
• Reduced overhead, recruiting, and training costs
• Maximum agent retention
• Access to the best talent, no matter the location

4. Preparing for
remote agents
Deploying remote agents
successfully requires new
technologies and best
practices that are quite
different from those used by
a traditional contact center.

5. Requirements of a remote agent program
• Maintain the same oversight and KPI tracking for remote
agents.
• Managers remotely train, oversee and monitor agents
• Provide a secure environment that protects customer and
company data

6. 5 best practices
to leverage a
home-based workforce

7. #1
Select the right tech
ecosystem

8. Select the right tech ecosystem
On-demand contact center ecosystem that:
• Auto-routes calls to the right agent
• Access calls using internet and a computer

9. Select the right tech ecosystem
This ecosystem needs to provide an integrated set of
capabilities to support a remote workforce:
• Enable interactive distance learning
• Provide access to from any device
• Track agent actions & record calls
• Ensure complete visibility & data security
• Support performance-based call-routing & omnichannel

10. Select the right tech ecosystem
There are many innovative, flexible options and the approach
you take depends in part on your business and IT needs.
• You can use an on-demand contact center solution that’s
hosted in the cloud by an application service provider.
• Leverage your existing platform and integrate it with other
solutions to complement or enhance your current
environment.

11. #2
Enable real-time
performance management

12. To read the full blueprint
visit the below link…
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