Michele Rowan, founder of Customer Contact Strategies speaks with FurstPerson CEO Jeff Furst about the benefits of the home agent model. Michele Rowan moved over 1,000 agents home while a Vice President at Hilton. Michele conducts workshops, web trainings and needs analysis for companies to successfully design and implement home working strategies.
Michele discusses how the home agent model:
Reduces operating costs
Propels customer satisfaction
Contributes to employee satisfaction
Michele also shares survey data from the 2011 Remote Agent Summit where 90 companies discussed their home agent strategies. (Run time approx. 14 minutes)