We do have a number of At home agents (we call them WAHoo - work at home). We provide tech support so our primary challenge is getting them up to speed initially, which can take months. What has worked well, is that as seasoned techs decide to move for whatever reason, we have been able to offer them the ability to work at home in their new location. This has worked out well for us and the agents. They get to keep their job and we get to save on office space, improve our disaster coverage. It is pretty easy to measure contact center agents since everthing they do is logged on the phone so easy to insure they are getting the job done, even if it is while they are still in their PJs and bunny slippers.
