Remote Control: Monitoring Virtual Agent Service Providers
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Overview: The challenge for virtual agent service providers is create a seamless extension of the in-house contact center without the perceived benefits of in-person supervision of agents. This issue is further complicated when these agents are not employees. Some managers may balk at engaging a virtual agent workforce because they believe it will be more difficult to manage and will require drastic modifications to their approach to supervision. While physically sitting next to virtual agents is not an option, managers can use information technology to supervise virtual agents as if they were sitting in a brick-and-mortar contact center.