More than in any other type of working environment, culture and technology influence each other in call centers. What was once an abstract concept, virtual call centers, has become a reality with the growth of dispersed workforces, including at-home agents.

With the option of establishing a dispersed workforce comes the opportunity to offer agents greater autonomy in their communication with customers. This option becomes all the more appealing if you already expect, as is often true of an at-home workforce, that agents will perform well and will stay with your organization longer if they have the chance to build their careers in customer care beyond the four walls of your call center.


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