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.

Contents:

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?

Membership(s)

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