This is a checklist "managing work from home contact center agents" and include best practices and readiness guide for success during emergencies or normal business operations.

Introduction

Devices, Network & Connectivity

- Hardware

- Network

- Desktop Support

- Voice Interaction Handing

- Workforce Planning

- Internal Communication

Work from Home Best Practices

- Work Space

- Time Management

- Peer & Customer Collaboration

- General Productivity Best Practices

Back Office

Scripting Considerations

- Disaster Recovery

A Better Experience for Everyone

Introduction

As your organization navigates potential emergency situations that force agents to work remotely, NICE inContact has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality.

NICE inContact has prepared the following Remote Agent Checklist to help you prepare in the event your workforce is forced to work from home.