65% of Contact Centers have lower turnover in their work@home workforce when compared to brick and mortar. But contact center leaders still struggle with their hiring strategies to set-up work@home models preventing them from realizing this reduced attrition.

Last October, Michele Rowan (Customer Contact Strategies), King White (Site Selection Group), and Jeff Furst (FurstPerson) discussed five critical steps to hiring the right work@home representative, which includes:

  • Returns and risks of virtual versus local work at home hiring
  • Top failure points of work@home programs and how to mitigate them
  • Steps to hiring the right home representatives
  • Labor markets to avoid and consider

Access this eBook featuring content summaries and webinar video for each section.