Archive by Author
Home Schooling for Agents: A Uniquely Virtual Training Experience
December 14, 2011
by Rick Owens
In my last blog entry, I debunked the myth about the difficulties in recruiting and hiring home agents. Now, I will move on to address another common myth — that one-size fits all when training either a virtual workforce or a traditional brick and mortar workforce.
Simply put, training a virtual workforce is not [...]
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Debunking the Myths about Home Agent Recruitment and Hiring
November 17, 2011
By Rick Owens
In my first blog “Why Aren’t More Companies Using Home Agents,” I discussed common concerns or myths that often cloud a company’s consideration of incorporating home agents into their care strategy. My next blog, “Debunking the Home Agent Data Security Myth” set out to bust the most common myth many companies have when [...]
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Debunking the Home Agent and Data Security Myth
September 28, 2011
by Rick Owens
At the end of my last blog “Why Aren’t More Companies Using Home Agents,” I promised to debunk the myths that are holding some companies back from incorporating a home agent program into their customer service portfolio. So, let’s start right off by debunking the number one myth that arises in conversations we [...]
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Why Aren’t More Companies Using Home Agents?
August 04, 2011
By Rick Owens
While the number of companies incorporating home agents into their customer service mix is growing, home agents still account for quite a small piece of a company’s total customer service portfolio. According to International Data Corporation (IDC), there are more than 4 million traditional call center workers in the United States, but [...]
