Orchestrating Successful WAHA-based Delivery

29 Jan 2020
by Shirley Hung, Sharang Sharma

Generational shifts have been occurring in labor pools and workplace culture for some time now. The new workforce, dominated by Gen Z and millennials, is competitive, tech savvy, entrepreneurial, and dynamic. It strives to achieve work-life balance by embracing a more flexible schedule. One such example of flexibility is working in a remote environment. The contact center industry, in particular, has embraced remote work programs, as companies recognize the value that the Work-At-Home Agents (WAHA) model offers in attracting and retaining talent, while containing costs. This viewpoint takes a closer look at how companies can orchestrate a successful WAHA-based delivery.

WAHA models are based on remote agents engaged by a company on a full-time and/or part-time basis. These models involve managing different processes such as agent recruitment, onboarding, training, and performance management in a remote manner. However, addressing agent engagement in a remote working environment is a key challenge that is increasingly demanding attention, as improving agent engagement positively impacts the customer experience.


In this paper, we look at:

  • What factors are driving WAHA adoption in CXM?
  • Which industries, processes, and channels have shown greater adoption so far and why?
  • What are the key factors to keep in mind to successfully leverage the WAHA delivery model?
  • How can companies drive an enhanced agent experience for WAHA success?
  • What is the service provider landscape for WAHA delivery?


Customer Experience Management (CXM) Services, including Contact Center Outsourcing


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