Work-from-home contact center best practices


With measures around COVID-19 globally escalating, organizations are required to balance employee safety with maintaining critical service to millions of customers. Contact centers are now facing their biggest challenge ever: transitioning office-based representatives to work from home agents. In this virtual event, learn from our experts what it takes to successfully transition your contact center to a work-from-home environment and hear success stories of successful transitions. 

Watch any or all of these 30-minute best practice chapters:

• Overview of major changes and considerations in a work-from-home contact center
• Getting the foundation right for @home agents: routing, connectivity, environment
• Scheduling and staffing: maintaining SLAs in time of customer and agent disruptions
• Quality and performance: automate, target, and collaborate to provide coaching @home
• Best practices contact center leader roundtable: leadership tips and lessons learned

White Papers

Checklist: Managing Work-from-Home Agents

As your organization navigates potential emergency situations that force agents to work remotely, NICE CXone has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality. NICE CXone has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.

White Papers

The Work-at-home agent

This paper discusses benefits and options for adopting a home-based agent model. Many factors contribute to the desire for businesses to invest in a work-at-home program including higher agent productivity, reduced attrition, broader talent pool, lower operational costs and response preparedness.


Remote Contact Center Workforce (Webinar) | Cloud Call Center Software

Building a strong company culture with your mobile agents is within reach — with the help of some top-tier strategies, tips and techniques. In this webinar, you’ll learn the ins and outs of building and scaling a world-class team of remote agents. Jill Blankenship, CEO of Frontline Group discusses how to harness the power of a virtual workforce, using tools and techniques to capture data, measuring and improving KPIs and managing teams spread across multiple locations.