Wallace adds that contact centers are ready for this model because the technology is already present. What's hindering the contact centers from implementing this work model is the lack of management metrics to monitor the performance of the agents.

'The flexibility of IP lets contact centers look into other areas for environment improvement. It allows contact centers to build multiple sites, but still deliver the quality of a single-site center. The technology is not the problem. The problem is when agents work from home, there can be a lot of distractions. The agents might not perform as well as they do when they are on-site,' Wallace explains.