When they're not on the road for a service call, but they are on the clock, field technicians for Aspect Software pitch in handling customer calls that require technical expertise. They can take calls from their homes or satellite offices. Either way, adding to the pool of agents is no big deal, says Gary Barnett, CTO at Aspect.
Routing calls to employees working from home "is just about as simple as it is to set up agents in a building," Barnett says.
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