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.

 

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Riveting ROI

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

Job Match.
Well-defined jobs, clear expectations and solid visibility of performance results work best.

Employee Match.
Home working is not for everyone. It’s for self-starters who have experience, preferring to work in a more isolated environment.

Company Culture.
Engagement platforms for getting work done efficiently, and the inspiration to use them, are must-haves.

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CCS Conferences & Tool Kits for Contact Centers at Home

2017 Advanced At Home Strategies Workshops

July 19-20 Denver
November 15-16 Laguna Beach, CA

Learn More

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.


 

Virtual Performance Management

Critical Competencies for Supervisors

Recorded Webcast Training
Format: Immediate download

Call center management experiences significant change in terms of the competencies required, and tools they utilize to maximize performance of employees. Facilitated by Michele Rowan, this two-hour session (PowerPoint and audio) guides leaders through ten fundamental competency shifts, innovative best practices and measuring success. Self assessment
tools and action plans included.

Price: $399





Virtual Performance Management

e-book
Format: Immediate download

Full-color downloadable PDF e-book is rich with innovative strategies for managing remote employees in call centers. A collection of best practices from CCS’s 500+ client base, it includes critical competencies, virtual help desk, recognition & reward/gamification, shifting to selfdirected work activities, extensive survey data sourced from experienced industry users.

Price: $199






Flexible Scheduling for Call Centers

Flexible and Micro-Shift Scheduling

Webcast Training
Format: Immediate download

Varying arrival patterns of voice and non-voice work result in peaks and valleys in staffing that are costly. Home-based employees drive efficiencies through split shifts and micro-shifts that improve intraday staffing by 15-20%. Michele Rowan facilitates this two-hour webcast covering the top three scheduling models in use today, pros and cons of each, and several
innovative, proven models in flexible and micro-shift scheduling. Technology recommendations and valuating returns included. A perfect solution for WFM and Operations planners – take it to your
next strategy session.

Price: $399





Flexible Scheduling

e-book
Format: Immediate download

This full-color PDF Tool Kit describes in detail, how companies are leveraging flexible scheduling and micro-shift schedules in contact centers to improve staffing efficiencies and drive employee satisfaction. Several examples of successful models are furnished, with recommended technology providers and success measurements.

Price: $199






Virtual Hiring for Contact Centers

Virtual Sourcing, Hiring & Onboarding

Webcast Training
Format: Immediate download

Applicant flow grows by 200-400% when home-based jobs are offered. Demographics shift, the profile changes, and sources for recruiting change dramatically. In addition, policies
and business processes for pre-employment assessments, ID authentication, and home-based policies and expectations are required. Michele Rowan facilitates this two-hour webcast training designed exclusively for HR professionals who are charged with driving success of virtual hiring. Buy it, download it, play it in your next HR team meeting.

Price: $399





Sourcing and Hiring Home Workers

e-book
Format: Immediate download

This PDF Tool Kit is packed with best practices and proven strategies for successfully sourcing, assessing, hiring and onboarding home-based staff. Part-time vs. full time, compensation and benefits changes, quantifying the ROI are included. This tool kit is rich with business process change requirements, policy samples, and survey data.

Price: $199






Virtual Training Design & Delivery

Virtual Training Design & Delivery

Webcast Training
Format: Immediate download

This two-hour webcast is designed for Learning & Development professionals responsible for re-engineering how training is designed and delivered to a remote community. Virtual learning reduces training time by 20-25%. Understand best practices in mixes and medium of virtual training, design and delivery of webcast trainings, design and delivery of self-paced e-learning modules, virtual buddying, competencies for virtual trainers. Ideal for your next training team meeting.

Price: $399





Develop & Deliver Virtual Training

e-book
Format: Immediate download

Virtual training design & delivery not only meets business requirements for virtual workers – it also replaces lengthy, cumbersome and less efficient in-house training. This full color PDF e-book contains the road map for transitioning from classroom to virtual training, extremely current survey data on proven methodologies, best in class content management & LMS providers.

Price: $199






Strategy, Business Case and IT/Security

High Impact Strategies, Returns & Business Cases for Contact Centers

e-book
Format: Immediate download

The full color PDF e-book includes an overview of high impact returns on home working from a broad scope of Fortune 1000 companies. A must for organizations in planning stages. Content includes 2013-2016 growth projections, high demand strategies & tactics, valuating efficiency gains, deployment strategies by industry, critical success factors, risks & contingencies and
sample project plan.

Price: $199





Telecom, Technology & Security for Contact Centers

e-book
Format: Immediate download

Phone & data connectivity best practices, ID authentication, ISP connectivity, equipment and office provisioning, audio processing equipment, accessing company applications, remote management software, effective training on technology, and utilization ranges are included in this full-color PDF e-book.

Price: $199






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 200-page step-by-step implementation guide which includes the full PowerPoint deck from the At Home Strategies Workshop. Full color, all of the e-books noted above (Business case, IT, Flexible Scheduling, Virtual Performance Management, Virtual Hiring, Virtual Training Design & Delivery) are included.

Price: $495




Order Now



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