Home based contact centres – A time for new thinking? (2011) Rated 0 out of 5 (be the first to review) £0.00 A white paper by Ernst & Young LLP that argues for home working as a cost-effective solution to many of the problems faced by contact centre operations. Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard. You must have an account in order to download this item. Please Log in or Register Category: White Papers Share Twitter Facebook LinkedIn Email Description Reviews (0) Description An Ernst & Young paper that argues for home working as a cost–effective solution to many of the problems faced by contact centre operations. The paper lists several recent technological improvements that help overcome some of the fears associated with home working: – better broadband provision – better data security – better virtual workforce – management products However, Ernst & Young identify management attitudes as one of the main barriers to achieving succesful home based agent (HBA) operations. The paper argues that the HBA option will help: – reduce an organisation’s carbon footprint – reduce workforce attrition – attract new workers to the contact centre – enable organisations to establish more flexible work patterns The paper concludes that implementation challenges remain, but are largely surmountable. Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.