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Work-at-Home Agents: A Case Study Review (Part 1 of a 2-part series)

There are two sides to the growing trend of work-at-home agents: the people side, and the infrastructure side. Part 1 of this case study looks at the issues one contact center faced and the benefits it realized from the people side of a work-at-home agent initiative. In the end, this particular contact center’s remote agent solution impacted customer service metrics quite positively.

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