Work at Home is 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).
Work at Home Toolkits and Benchmarking Survey
Work at Home Playbook for Contact Centers
Format: Downloadable PDF
Now is the time to get good at work from home for contact centers. This playbook is designed for companies who are ready to set the vision, potentially reset strategy, and fully leverage everything the work at home program has to offer. Covered in the playbook: strategy considerations and specific cost savings, technology/security/equipment and services provisioning, virtual performance management and engagement, hiring for work at home, training and employee wellness.
Virtual Performance Management for W@H in Contact Centers
Format: PDF download
Front line leaders will make or break your company’s work at home program. Employees shape 90% of their job connection with their supervisors. This e-book is packed with best practices for supporting virtual teams, running great meetings, engagement and team building activities, and technologies that pull it all together.
2020 Remote Working Benchmarking Survey
60 companies participated in the 2020 Remote Working Benchmarking Survey, which has 40 high-impact questions/results about design, structure and results of many Fortune 1000 remote working programs. Best practices in strategy, equipment/services provisioning/security, virtual performance management, engagement/collaboration platforms, virtual hiring and training. Dominant industries who participated include financial services, health care, insurance, retail, travel/hospitality, media, utilities.
Sourcing and Hiring W@H for Contact Centers
Format: PDF download
This e-book starts with high value returns you can expect from hiring W@H reps for contact center positions. It includes sample virtual hiring process from advertising to onboarding, best profile/target markets, best sources, sample interviewing questions, virtual I-9 completion, virtual onboarding, critical success factors for hiring the right people.