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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

Cloud Computing and the Benefits of an Inclusive Workforce

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One of the many benefits of cloud computing is its accessibility for contact center agents whether they are at their desks, on the road, or even at home. 


There are a lot of good reasons to consider a work-from-home situation for some of your contact center personnel. You can now hire qualified agents even if they live 100 miles or more away, since they don’t have to drive to work. Parents with small children might also enjoy the convenience of a home-based office, as long as it does not interfere with their professional obligations.


It is also a way to be more inclusive with your hiring practices, by providing home-based jobs to people with disabilities. Physical limitations could make it difficult for someone to travel to and from a contact center, but by accessing the contact center’s software from a home computer, such people could make a valuable contribution to your business. 


These agents will also appreciate the flexibility in scheduling that is possible when contact centers employ workforce management software. Now, medical appointments or family obligations can be accommodated, and the agent does not have to worry about changing a shift when necessary. 


The evolution of cloud software has accelerated this trend in hiring, as it provides the same service capabilities to an agent’s home computer as they would enjoy at the call center. No installation is required and data sharing remains secure. 

Managers used to a more traditional contact center environment make require some adjustment, but most eventually appreciate the benefits of a telecommuting arrangement. One way to ease into the change is to create a pool of back-up agents for times of increased call volume, or for when there are too many unexpected absences. Occasional trips to these agents’ homes for monitoring and coaching are usually enough to keep their performance consistent. Plus, these visits give the manager an excuse to get out of the office for awhile, which is always welcome. 

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