When Bosses Go Knocking, Remote Agents Go Walking

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Editor’s Note: As we wrap up 2010, I wanted to share some of our favorite blog posts from the past year. We’ll be back with new content on January 4. This post by Nicole Burney first ran on August 30.

As more companies transition from a brick-and-mortar workforce to an at-home model, they are quickly realizing the transition does not come without challenges. Key components of this business transition that are often overlooked are the need to re-establish processes for coaching and development. This business transition requires structured change to support the needs of the new remote agent base — it requires a new approach in measuring the work that was once measured within the brick-and-mortar center. An effective remote transition can’t happen without proper planning.

Companies that have deployed this model have found themselves asking: Now that the agents are in their homes working, how do we coach them?  Some companies have tried to address the need for coaching by sending supervisors to the agents’ homes.  Would you be surprised to learn that these home visits were less than welcomed by agents? Read more >>