Transforming Contact Centers Around the Globe
Contact centers are achieving stellar returns from home-based programs. It solves for applicant flow challenges, peak and seasonal staffing, and disaster recovery. It delivers off-the-charts employee satisfaction and retention, attendance and productivity. It saves everybody money.
Innovators that fully leverage the home working model for contact centers experience game-changing results. Start with scope of talent. Follow it with reduced speed to proficiency and sky-high employee satisfaction. Things that just weren’t possible in bricks and mortar are suddenly delivering incremental returns (like on demand staffing and micro-shift scheduling).
Critical Success Factors
Well-defined jobs, clear expectations and solid visibility of performance results work best.
Home working is not for everyone. It’s for self-starters who have experience, preferring to work in a more isolated environment.
Engagement platforms for getting work done efficiently, and the inspiration to use them, are must-haves.
Work at Home Conferences, Tool Kits & Benchmarking Survey
2018 Advanced At Home Strategies Workshops
October 16-17 Laguna Beach, CA
November 14-15 Laguna Beach, CA
Only 40 seats per session, the workshops are advanced best practice sharing and deep-dive discussions on topics driven by attendees. As a result, each session is unique, with equal parts of best in class strategies and tactics on all functional areas highly impacted, coupled with extensive attendee thought leadership. Intimate sessions with a big punch. PowerPoint deck from workshop included.
Go Home Toolkit from At Home Strategies Workshop
Format: Bound book, available by mail
Can’t make an At Home Strategies for Success Workshop but interested in conference materials? Purchase the full PowerPoint deck from the At Home Strategies Workshop. Includes best practices and sample benchmarking data from all functional areas highly impacted by Remote Work (Business case, IT, Flexible Scheduling, Virtual Performance Management, Virtual Hiring, Virtual Training Design & Delivery) are included.
2018 Remote Working Benchmarking Survey
66 companies participated in the 2018 Remote Working Benchmarking Survey, which has 35 high-impact questions/results about design, structure and results of many Fortune 1000 remote working programs. The emphasis is work at home for contact centers. Dominant industries who participated include financial services, health care, insurance, retail, travel/hospitality, media, other services.