The last couple of years have seen an increase in the number of Home Based Virtual Contact Centers leveraged by the huge traction that the Work at Home agent’s business model is receiving from the industry.
Work at Home agents is not a new idea, in fact; companies have tried to implement this model for several years. What is changing? What are the drivers pushing this business model?
The question does not have an easy answer as each contact center will privilege the specific characteristics relevant to its business context. Nevertheless, there are some business drivers that can help describe why Work at Home agents is becoming such a prominent and strong reality.
