There s No Place Like Home There’s No by ProQuest

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Like any new market or industry segment, work-at-home agents (WAHAs) have to be seen as a viable, high-quality option-and they're beginning to be. But what makes people want to be part of the customer service ranks from their living rooms, and how is the service they provide different than that found in traditional contact centers? As with the customer service industry itself, the answers are more complicated than they seem. Tim Houlne, CEO at Working Solutions, says his company did an internal survey of its agents to find out why people were really working from home. They originally thought it was to earn extra or additional income, he recalls. However, it was the flexibility as to projects and hours they could work. No matter what the future holds for WAHAs, one thing is certain: A vast majority don't want to leave once they begin.

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									There’s
No Place
  Like
Home

22   CUSTOMER RELATIONSHIP MANAGEMENT | OCTOBER 2008
As technology drives
flexibility, the living
room is becoming the
new contact center.
Will customer service
ever be the same?



BY CHRISTOPHER MUSICO



       or nearly 10 years, Tangela Hamilton, a 33-year
								
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