At Home Agents are a key element to the success of contact centers in the US in the coming years. It is a workforce keyed into the concept of flexibility for themselves and the company. The most inhibiting aspect of launching a home shore solution is how to communicate and administrate a remote based workforce. eResourcePlanner
is the solution for a distributed workforce. With online access, employees can self manage with supervisor oversight. A powerful cost management tool embedded within eResourcePlanner
provides the ability to effectively add and release staff to meet variable production demands. This ability is rated by eResourcePlanner
customer as one of the most valuable components in the suite.
eResourcePlanner acts as an Agent Portal that connects Home Agents to their leadership as well as their fellow Home Agents. It helps them not only gather important information on their schedules and performance, it cost effectively helps drive cultural and performance standards, while letting the Home Agent feel more connected to the larger organization.