In the call center industry, work-at-home agents is a way to minimize costs without lowering service standards. This TMC Net report discusses one solution by Five9 that can support remote agents.
"In order to manage work at home agents, Five9's call center software enables managers to supervise work-at-home agents as effectively as if they were in a centralized call center.
"'For example, the Five9 Supervisor enables supervisors and managers to view each agent's status in real time, monitor agents' calls, and even whisper advice to an agent or enter into a phone conversation when needed,' Van Everen said.
"And, according to Five9, the trend of more work-at-home employees will only continue going forward."