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With gas prices sky rocketing and the costs of everything else following why not help yourselves and your employees by allowing them the freedom of working from home. I know crazy right? There are many mixed feelings on this. I aim to tell you the good, the bad and the ugly and how it really can be a good situation for everyone.

How can I trust my agents?

Monitoring and using cloud based programs allow you to view what your employees are doing and how well they are doing. With the proper use of reporting and supervisory roles, anyone can be anywhere. You can easily see how your employee’s metrics look. Things such as wrap time, pre call, hold time and agent states all will give you total visibility. Your quality experts and supervisors can still listen to calls also either archived or live.  When people know these things and are being properly managed they will earn the trust. With scripting you know they will always have the knowledge that they need. And being in the cloud communication can be done through many channels.

What is in it for me?

Your company will have less overhead. By not having to have such large facilities you will cut your costs. Another thing to think about is how your employees will feel about not having to leave the comfort of their own homes. This can also give you more continuity what if you need to have more agents to field high volumes? All you need to do is call and they will if available be able to login right from their own offices and computers. This allows you to gain real time control. Other things need to be considered as well such as natural disasters and outages; with employees all over you can have more control of the uncontrollable.

How will this impact my customers?

Happy employees mean happy customers. This is also stated in an article that Forbes wrote: “Start Smiling: It Pays to Be Happy at Work” Employees who are happy are more productive and excited leaving a bigger impact on your customers. By allowing a more relaxed atmosphere and less travel they are given the flexibility maybe they need to be more focused. Happier employees stay at their jobs longer also this gives your customers more experienced knowledge and comfort. Customers really like to have this experience.

What if some do not want to work at home?

The beauty is all employees may not want this and that is fine too. Your application runs in the cloud so no matter where you are the information remains the same. Those employees who choose to remain in the brick and mortar locations can. You can also offer them to not have to do this full time. There are many features of this option that just make us stronger as organizations.