One concern on the minds of managers considering a transition to home agents is the issue of training: How do you ensure that a remote workforce is fully trained to work on the frontline with customers?

The key is to embrace a virtual training approach specifically designed to prepare the remote agent to meet a company's service needs. By leveraging new technology platforms that match or even surpass the results of traditional face-to-face classroom learning, virtual training turns home agents into service powerhouses that can "hit the ground running" from Day 1, whether the agent works down the street or oceans away. 

Because virtual training is new to many, it's important to recognize what sets it apart from traditional or online training. The following attributes are essential to a successful training program for remotely based agents: