In our December 2011 webinar we did a poll on plans for homeworking in the contact centre. 47 people voted.
The top answer was Will deploy in next 12 months, with the other three answers; Already implemented, In the strategic plan and No current plans all quite close in result.
We also asked the audience to provide some more clarification on plans for homeworking.
- The main reason for deploying homeworking for us is increased flexibility around demand.
- We are able to operate a no-shift policy, leaving agents to literally work when they want (in response to flex working)