I’m chairing a TP Talks work at home webinar on a very timely subject soon — work at home and the impact this strategy has on business continuity planning. Scott Barli, Director of Business Client Support with Sprint, and Peter Ryan, Principal Analyst with Ryan Strategic Advisory, will both join me to discuss the subject.
According to a recent Everest Group report, the number of work-at-home agents has grown an average 17% to 19% per year over the last few years, with no sign of slowing down. Given the record-low unemployment, a tight job market and unexpected disruptions such as the ongoing novel coronavirus (COVID-19) outbreak, the flexibility of a work-at-home-agent (WAHA) model has rapidly evolved into a highly viable solution for contact centers.
As a result, in addition to high agent satisfaction and increased productivity, companies that have adopted the at-home model can also gain access to a niche, specialized talent pool, improvements in customer satisfaction, lower employee turnover and, more importantly, they can minimize the impact from business disruption.
I will ask Scott and Peter to share:
- Real-life stories from across the globe on how Sprint and other companies are using home agents successfully
- Business benefits of at-home agents
- Recommendations on tackling vulnerabilities and ensuring business continuity by leveraging home agents
- Best practices on making the work-at-home model work
Please join us for what I expect to be a very timely and useful exploration of how best to make WAHA work for your business.
Title: TP Talks Work at Home and Its Impact on Business Continuity
Date: Thursday, March 26, 2020
Time: 02:00 PM Eastern Daylight Time
Duration: 30 minutes