Advanced Remote Strategies for Contact Centers & Support Functions SWPP April 5, 2016 Michele Rowan, President Customer Contact Strategies

Today’s Agenda Overview of work at home Hub and spoke vs. fully virtual – considerations and distinctions Fully virtual sourcing and hiring Fully virtual training trends Best in class virtual performance support Real time visibility and process automation – flexible scheduling Your burning issues on work at home – Q & A

About Customer Contact Strategies End-user Remote Working Experience 12 years: Hilton Worldwide, VP Global Performance Management Tampa, FL: Contact Center Director London, UK: VP Operations – 12 offices, 10 countries EMEA Designed & implemented European home working program Led US work at home transformation 1000+ positions in 18 months Customer Contact Strategies 500+ companies in past four years on remote working Thought leader workshops & conferences (July & November 2016) Downloadable tool kits & web trainings Custom consulting Leadership search Speaker, author on remote work

Sample CCS Clients

77% 2015 US Contact Center Guide Contact Centers @ Home

Work at Home Contact Center Drivers Densely populated = $$$$ Highly transactional Visible output Amazing technology In many ways, BETTER results over bricks & mortar

When and Why to Go Fully Virtual (vs. Hub and Spoke) Drivers/Timings Considerations 1. Current market staffing challenges are disrupting business Measured in increased time to fill positions, turnover 2. Decline in quality of hires Measured in turnover, customer experience, productivity 3. Closing local office(s) 4. Need to go to new markets 5. Growing – out of seats Get leadership involved in hiring

200-400% increase in applicant flow…

Digital & Social Sourcing Become your own job board – on line content Community involvement & e-community – market your brand Referrals #1 Best Practice

Tighten Up Your Application/Assessment Process On line application Minimum qualifications auto in/out Recorded job simulation or interviews Live video or phone interviews Experienced leadership conducting interview #2 Best Practice

-20% Labor Savings! Intraday Management

Work at Home Split Shifts, Micro-Shifts In office staffing Arrival patterns: voice & non-voice Home-based staff Incremental labor cost reduction 20%

Self-Scheduling Application Reps use the chart to select a start and end time when creating a custom schedule based on limits. #3 Best Practice

Connect People on One Click. #4 Best Practice ENTERPRISE SOCIAL NETWORKS Connecting becomes easy. Track/acknowledge contributions.

Source: 2016 Customer Contact Strategies

No ESN? Minimum Share Knowledge via Group Chat or UC Platform

#5 Best Practice MEETING FACE TO FACE

Min 59% Utilization Source: CCS 2015

Gamification #6 Best Practice

Your Questions Blog.customercontactstrategies.com www.customercontactstrategies.com mrowan@customercontactstrategies.com 972-510-8591