SOURCE: Frost & Sullivan

Frost & Sullivan

March 14, 2011 08:55 ET

Frost & Sullivan Hosts Webinar: Best Practices for Work-at-Home-Agent Deployment

MOUNTAIN VIEW, CA--(Marketwire - March 14, 2011) -

Wednesday, March 16, 2011 at 1 p.m. EST

Online, with free registration

Michael DeSalles, Principal Analyst
Contact Centers, North America
Information Communication Technology Group Frost & Sullivan

Frost & Sullivan maintains that contact center outsourcing in North America will continue to expand and grow in the future as result of strategic, financial and technological factors. These factors include:

  • The desire of organizations to focus on their core competencies
  • The attractiveness of multi-year contracts with experienced outsourcing providers who can deliver exceptional service levels at a lower cost
  • The fact that companies today seek out workforce solutions that can expand and contract in relation to their business objectives and client call volumes
  • Increased acceptance and trust in utilizing nearshore, offshore and 'homeshore' solutions for customer care outsourcing

Frost & Sullivan has seen tremendous growth of the remote/home agent model among outsourcers. In addition, companies are deploying home agent programs on their own. The industry now has established an array of best practices for deployments and on-going operations.

The presentation will not only highlight practices on recruitment and hiring, virtual training and workforce management, but will also cover contact center operations, infrastructure, security, agent career growth and retention.

This briefing will benefit call center executives, managers, directors, consultants and Human Resources personnel interested in current trends in remote and work-at-home agent (WAHA) deployment.

Supporting Quotes
"Many companies that manage call centers are beginning to explore deployment of their own remote and WAHA. The model offers a wider employment dragnet, better performance metrics and reduced agent attrition," states principal analyst Michael DeSalles. "The recent growth of home agent programs within the call center industry is attributable to the recovering economy, advances in technology, client requests for secure deployment and overall pent-up demand for legitimate home-based employment."

Supporting Resources
For more information about Frost & Sullivan's Information Communication Technology practice, please visit:


  • To attend the briefing, email your full name, job title, company name, company telephone number, company email address and web site, city, state and country.
  • Receive a recorded version of the briefing anytime by submitting the aforementioned contact details.

About Frost & Sullivan
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