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Kay Phelps is Senior Manager of Avaya Contact Center Solutions. She has 15 years of experience in the contact center space, ranging from application development, product management and product marketing. At Avaya, Kay’s main focus is translating the complex features of contact center solutions into benefits that are easy to understand. Her areas of expertise include contact center routing, reporting and analytics as well as Home Agents. Kay has spoken at numerous conferences and webcasts on this topic, and began blogging at the request of Avaya customers.

  • By Kay Phelps | 10 May 2012

    ACCE Keynote Highlights Emerging Trends

    I'm writing this blog from ICMI's annual ACCE conference in Seattle, so today's blog will expand beyond home agents to the larger contact center landscape.......more

  • Contact Centers | By Kay Phelps | 30 Apr 2012

    Training Your Home Agents

    What if you're hiring new agents to work from home? You have a big decision to make. Will you train them remotely, or bring them into the office initially - or some combination thereof? ...more

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  • Contact Centers | By Kay Phelps | 1 Mar 2012

    A Conference Focused on Home Agents

    What a great conference! Last week I attended the 2nd annual Remote Agent Summit in Dallas. Most of the sessions were real-life case studies presented......more

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  • Contact Centers | By Kay Phelps | 8 Feb 2012

    I Wish I Knew...

    Do you know everything you need to know about Home Agents? You know all the business drivers for implementing a home agent program... or do......more

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  • Contact Centers | By Kay Phelps | 6 Jan 2012

    Is the Offshore Trend Ebbing?

    In recent years, a growing trend has been to offshore contact centers. This trend seems to be reversing itself....more

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  • By Kay Phelps | 8 Nov 2011

    Essential Agent Qualifications for your Home Agent Policy - Part 3

    When you announce your Home Agent program, many of your agents will enthusiastically volunteer to participate. So be sure your policy statement clearly spells out......more

  • By Kay Phelps | 20 Sep 2011

    Essentials for Your Home Agent Policy - Part 2

    What else does your policy need to address? Today we'll focus on technology and ergonomic requirements. Regardless of how adept your prospective at-home agents are......more

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  • Contact Centers | By Kay Phelps | 8 Sep 2011

    Essentials to Include in Your Home Agent Policy - Part 1

    As you prepare to launch your Home Agent program, you understand the importance of having a written policy statement. If not, see my previous blog......more

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  • Contact Centers | By Kay Phelps | 8 Aug 2011

    Be Sure to Write it Down!

    For a successful Home Agent program, a written policy statement is a critical component of your foundation. Your policy lets everyone knows what to expect......more

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  • Contact Centers | By Kay Phelps | 21 Jul 2011

    It's Here! Per Your Request, Our Avaya At-Home Agent Blog

    The number of companies who have implemented Home Agent programs is growing by leaps and bounds, and analysts project this trend will continue. As requested......more

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