Additional At-Home
Workforce Resources

White papers, articles,
Videos, Technical tips
and more

Key Aspect White Paper
The Home Field Advantage: Business Continuity by Design

The capability to seamlessly shift contact center operations to work-from-home is a best practice in business continuity. By designing an emergency preparedness plan around smart business procedures and the right kind of technology, you can be ready to respond to the unexpected and keep in continual contact with your customers — whether your agents are working on site or at home.

Learn how you can give your business — and your team — the home field advantage.

Analyst Interviews
Omer Minkara, Aberdeen Research

We reached out to Aberdeen VP and Principal Analyst Omer Minkara to answer some of the many questions our customers have today.

1. What new challenges will contact centers face as they enable business continuity through a primarily work-from-home workforce?
2. How can contact centers continue to effectively manage remote employees while ensuring that customer service quality and employee morale remain high?
3. Do agents care more about the tools you give them over what they get paid?
4. How can organizations take advantage of the cloud and disaster recovery/business continuity benefits while mitigating concerns about data security and access?

Technical Tips
Tech Tips Video Series

This video series focuses on specific features and functionalities most relevant to the world’s ever-changing situation. These quick five- to 10-minute watches cover valuable topics including:

• Work-from-home transition
• Queue management
• Customer notifications
• Performance monitoring
• Forecasting and scheduling flexibility
• Self-service options
• Back office work

The Tech Tips series is available to customers through the Aspect Community, so be sure to have your customer login handy.