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The Value Proposition of Home Agents-What Does It Mean For Your Business?
Sally Hurley: President and CEO, VIPdesk
Michele Rowan: President and CEO, Customer Contact Strategies LLC
The home-agent model
Critical success factors
Risks and contingencies
Cost benefits of scaling an at-home strategy
Building your strategic analysis and operationalizing your plan
Developing an effective pilot program
Technology: data transfer, call routing and other best practices
Why adopt our culture?
The power of the people
Profile and preferences of at-home agents
Recruiting, training and managing the best.
Hiring best practices