Brief report on supporting work at home agents with desktop dashboard reporting, reports, screen pops.

1. Spectrum eNewsletter
At-Home Call Center Agents
January 2010

2. At-Home Call Center Agents
Envision your contact center with fewer agents in the office yet customers are receiving
the same if not better support and service. Imagine a contact center where agents can
have flexible hours, but you still have full coverage 24 hours a day. With an at-home
agent program, your call center could realize these benefits and much more. Some of
the benefits of an at-home agent program include:
• Larger pool of talented individuals to pull from
• Better educated
• More responsible and reliable
• More productive agents
• Flexible scheduling
• Costs savings
• Lower attrition rates
Spectrum supports at-home agents with dashboards to allow real time reporting and
messaging to a user’s desktop. Aside from the technical challenges of setting up at-
home agents, the agents themselves will experience personal challenges. Agents
want:
• To know how they are performing
• To know how they compare against other agents
• To know how well their group is doing
• To have contact with the corporate call center
• To feel like they are a valuable part of a team
Utilizing Spectrum desktop reporting agents receive detail statistics on how well they
are doing, how they are performing against their goals, how their group is doing and
they are aware if they need to log into other groups to provide further support.