Telework

[Maureen Belanger]

Our Contact Center is in the beginning phase of deploying agents to their homes to telework using broadband technology. Knowing that how we manage these agents will require that we be more creative, I am looking for any recommendations or advice on this transition for our operational managers. Thank you,

[mdbabb]

Maureen,

We are currently deploying a remote agent program. Our first remote agents will go live in two weeks.

I will be more than happy to provide you with information about how we developed support, operations guidelines, training, and technical issues.

You can reach me by emailing me at michelle.d.babb@kp.org.

Thanks,

Michelle Babb

[steve_addy]

We have about 35-40 agents working from their homes currently. If you would like to discuss this further, I can be reached by email : steve_addy@daytimer.com .

[Scott Wright]

Maureen;
Willow CSN is a service agency providing remote agents or CyberAgents to our clients. We have 1200 agents working from their homes. We've been doing this for five+ years, we have over 20 clients and handle millions of minutes per month. I would be happy to talk with you about some of the items we have adopted as best practices and things to look out for.
Please feel free to contact me at your convenience. My e-mail is swright@willowcsn.com or you can call me at 630-832-7669.
Scott