At home agents Events Service level 
24-7 InTouch
JULY 8, 2020
Contact centers who invested in technology and redundancy processes, such as an established private cloud and VPN architecture, were able to adapt and transition their entire workforces to secure at-home models faster, minimizing further impact to their client program’s service levels during this rapidly changing time. .
CSM Magazine
DECEMBER 15, 2020
M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk.
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pindrop
APRIL 30, 2020
The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.
Insite Managed Solutions
MAY 23, 2013
Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.
Xaqt
JUNE 1, 2020
Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. As a result, margins run thin and are often impacted by exogenous events.
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