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

2. 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

3. 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 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

4. Sample CCS Clients

5. 77%
2015 US Contact Center Guide
Contact Home

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

7. 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

8. 200-400% increase in applicant flow…

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

10. 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

11. -20% Labor
Savings!
Intraday
Management

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

13. 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

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

15. Source: 2016 Customer Contact Strategies

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

17. #5 Best Practice
MEETING FACE TO FACE

18. Min 59% Utilization
Source: CCS 2015

19. Gamification
#6 Best
Practice

20. Your Questions
Blog.customercontactstrategies.com