In the call center space, there is much talk around the at home agent model. With the advancements of IP technology and adoption of broadband Internet service in homes everywhere this new model is bringing benefits, but not without some discussion.  
 
The at home agent model not only offers a move away from brick and mortar centers, but also provides a wider pool of candidates to choose from, cost savings and improved staffing and management capabilities.
 
West Corporation, provider of customer care solutions, is one of the providers paving the way for this new workforce option. Realizing that the trend for at home agents was on the rise earlier this year, West focused on delivering what their customers demanded.  West at Home offers flexible hours and self-paced online training programs--drawing in many different applicants around the country-- from students to stay at home parents and even retirees. 
 
At Call Center 2.0, Mark Frei, SVP of West Corporation, will participate in two Telework Coalition Workshop sessions on the topic of the at home agent.
 
Call Center 2.0, co-located at this years INTERNET TELEPHONY Conference & Expo, WEST, is the premier technology event for call center decision makers looking to make their call center more efficient and profitable.
 
The first session Frei will participate in, "Ask the Chiefs of Well Established Work@ Home Programs", will be held Thursday October 12, 1:00-1:45 and will include the leaders of two other call centers also utilizing the at home model, offering their input and viewpoint on such topics as recruiting and retention issues, cost benefit comparisons and new opportunities for growth.
 
In addition, they will answer questions from TelCoa's CEO Chuck Wilsker and moderator of the session.
 
Other panelists on this discussion are Angie Seldon CEO WillowCSN, Inc. and Chris Carrington CEO AlpineAccess, Inc.
 
The second session Frei will be participating in, "How to Make Work@Home Agents Happen," will be held Friday, October 13, 12:12-1:00pm. During this session, those looking at how to make at home agents work for their center can learn necessary technology shifts needed to better prepare and manage the new workforce. The discussion will also highlight how the newest technologies are working to drive the new at home agent model and how it can be integrated into a business.
 
Other panelist involved in this discussion include, Kim Cooper (Moderator) CEO Exceed, LLC, Linda Casey Senior Operations Manager McKesson Corporation and Chris Carrington CEO AlpineAccess, Inc.
 
Other at home agent related sessions include:
 
Thursday - 10/12/06, 2:00-2:45pm
 
Thursday - 10/12/06, 3:00-3:45pm
 
Friday - 10/13/06, 8:45-9:15am
 
Friday - 10/13/06, 1:15-2:00pm
 
 
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 


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