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The home agent model has become mainstream in contact centers. Join Michele Rowan, president of Customer Contact Strategies, as she explores the real cost savings, objectives, and strategies for at-home models. Learn best practices in every discipline of call center operations, including sourcing, recruiting, hiring, training, administration, performance management, and technology. Whether you're just experimenting with the at-home agent model or looking for ways to improve your current program, this session from the ICMI Contact Center Essentials track is sure to provide practical tips you can use immediately in your center.

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