ContactBabel, a UK based consultancy and research firm, recently released their 2011 US Contact Center Decision Makers’ Guide.    Based on extensive interviews with 209 contact centers across a broad number of industry groups and agent size, this well-researched report covers topics focused on people, process, and technology.  In our next three blogs, we will offer comments on topics addressed by the 2011 US Guide.

Our first topic will cover the home agent model, which continues to draw significant interest from call center operators.  For an in-depth discussion of this model, don't miss the At Home Agent Strategies for Success Workshop in Phoenix, March 22-23. In 5 years, 60% of the ContactBabel respondents believe agents will not be centrally located but will be working from home or spread throughout the company.

Click here to continue reading about the home agent model on the FurstPerson blog.