COVID has pushed us all to learn how to work effectively from home. Whilst some agents have a quiet home working spaces with good connectivity, many have had to cope with far less ideal working environments. In this seminar, we will examine the benefits of remote working and consider strategies for overcoming the challenges that home environments can bring. Managing a team of agents working in a variety of different environments presents new challenges for all contact centres. We need to adapt the way that we schedule and allocate tasks to agents to take into consideration the environment in which they will be working during each shift.