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Snowed in? Work-at-Home Call Center Agents Keep Working

By Rory J. Thompson, Web Editor

It’s winter, so snow is to be expected. But here in the Northeast, we’re looking at a possible 14-inch snowfall on Thursday, Feb. 13. That’s on top of last week’s 10”, plus various other storms that have slammed us. So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and snow-blower sellers. For the rest of us? Well, spring can’t get here fast enough.

For some that manage a call center – like any business where people on-site are preferred – it’s been a challenge.  Don’t you need everyone in their chair, handling queries in the center itself? Actually, no.

inContact, a leading cloud call center resource company, knows that it matters how quickly agents pick up the phone and not where they pick that phone up from. To that end, inContact is hosting a webinar tomorrow showing that if you aren't yet incorporating work-at-home agents into your call center mix, you may be missing out on opportunities to boost your bottom line.

“The benefits of at-home agents are significant,” the company said in a release. “Higher job satisfaction that leads to more satisfied -- and loyal -- customers, which means more revenue for your company. Not only that, having work-at-home agents lowers operating expenses, improves utilization and positively affects business continuity, especially in the event of an outage or disaster.”

In the webinar, set for Thursday, February 13 at 11 a.m. (EST), attendees will learn:

• Tips, insights and best practices from real-life case studies;
• Why an on-demand, or network-based, SaaS (News - Alert) (software-as-a-service) solution is the best approach for the flexibility and agility of the work-at-home model;
• How a single, integrated platform of products provides everything from hiring to training to workforce management, monitoring and performance tracking.

Industry speakers will include Jill Blankenship, founder and CEO of Frontline Call Center Management, and Arthur Nettleship, performance improvement and workforce manager at FamilySearch International.

Is it time for you to add to the mobile workforce? It might be worth tuning in to hear about a better way to work. Registration is open; click HERE to reserve your spot, and learn how you can laugh (OK, smirk) at the weather.