Telework initiatives are nothing new to the contact center world; centers started experimenting with home-agent models/pilots in the late 1980s. However, with major advances in telework-enabling technology coupled with increased contact center growth/competition and the impact on the availability of quality labor, telework has become a rather hot topic in our industry.
While numerous studies and telework proponents have touted the big potential benefits of a well-implemented home-agent initiative, ICMI wanted to gather our own current data on this late-blooming staffing trend. In June 2006, ICMI conducted a focused survey on contact center telework programs, with 265 contact center professionals representing a wide range of industries and sizes participating in the survey.
The 2006 Contact Center Telework Report includes the following:
- 2006 Contact Center Telework Survey Results
- Telework Hitting Home in Customer Contact
- Companies and Agents Benefit from Work-at-Home Program for Disabled
- How to Maximize the Success of Your Telecommuting Program
16 pages, PDF download (requires Adobe Acrobat or Reader)
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