Telecommuting used to be a novel concept in the workplace, with the option to work somewhere other than the office being a rare privilege. No longer the case today, remote call center agents are increasingly common in a variety of industries and the contact center is no exception. In the March 2014 Contact Center Pipeline issue, Scott Murphy discussed the topic in his article, “Overcoming the Challenges of Managing an At-Home Workforce.”
Blog Archive: March 2014
The article, “Big Data Prompts ‘Analytics Everywhere’ Solutions,” highlights the well-known challenge that much of the big data solutions target a small group of employees rather than the larger number of employees in business areas who can apply and use the metrics to change behavior.