Planning for a Snowy Day with At Home Call Center Agents
Posted by Kerry Engle on Fri, Feb 12, 2010 @ 02:51 PM
If you've been considering at-home call center agents, you're probably watching the weather these days with more than casual interest as snowstorms leave call centers closed or understaffed. If you're finding yourself more motivated to get a program underway, we have a collection of at-home resources to help.
At-Home Agent FAQs
For answers to common at-home agent questions, read these FAQs answered by at-home veteran Michele Rowan.
Case Study: Health Care Organization
This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn't undercut customer loyalty by ensuring quality across all agents.
At-Home Agent Management Benchmark Report
More than 250 call center leaders across industries shared the steps they are taking to connect at-home agents to supervisors, their teams and their companies.
Building Blocks for a Solid Work At-Home Agent Program
Answers to the following questions: Can remote agents remain connected to your offerings and their team while outside the center walls? How will they be managed? How will they be trained? How will they be coached?
Webinar: Long Time, No See: How to Keep At-Home Agents Connected
Michele Rowan of Customer Contact Strategies reveals how she led the Hilton@Home program to success by addressing the issues dealing with people and the processes to manage them.