Rich Fox, the Director of Evolve IP’s Contact Center Practice, participated in a Town Hall discussion with our partner CCNG (follow them on Twitter at @CCNGNetwork), which was hosted at Publicis Touchpoint Solutions in Yardley PA last week. The event was attended by call center leaders throughout the Mid-Atlantic region.
The panel discussion was an open forum Town Hall format where attendees asked questions that were answered collaboratively by other attendees and the panel members. Some of the topics discussed included the handling of non-voice interactions, agent morale/motivation, agent compensation, at-home agents, and “what is the cloud?”.
A lengthy discussion ensued regarding at-home agents and similar to our North American Call Center Survey, only a very small number of the attendee organizations have the ability for the agents to work remotely although this is on the wish list for many organizations. Many of the key challenges/considerations discussed are a subset of the items Evolve IP outlines in its robust Work from Home Checklist.Categories: Call Center