Expert on Homeshoring Revolution to Present March 11, 2008 at Aspect Customer Experience 2008 in Atlanta

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Kathie Drayton to Present Session Addressing Preference Based Scheduling for Home-Based Call Center Agents


Preference Based Scheduling – Aspect® eWorkforce Management™ Empower for At-Home Agents

Kathie Drayton, Director of Workforce Planning with VIPdesk and an expert on the homeshoring revolution, will be presenting an educational session at the Aspect Customer Experience 2008 Conference, March 11 in Atlanta, GA. Drayton’s session, “Preference Based Scheduling – Aspect® eWorkforce Management™ Empower for At-Home Agents”, will address one of the most pressing issues involved in successful management of a home-based workforce—management of resources, including effective scheduling of home-based agents.

In tight economic times, many businesses look for the best ways to cut costs while still maintaining the integrity of their brand. The use of a home-based workforce, also known as “homeshoring”, is quickly becoming the business solution of choice for corporations that wish to manage costs while still maintaining specific attributes of their brand that their customers have come to expect—such as stellar customer service.

“Homeshoring of customer service jobs is a great way for businesses to cut costs while simultaneously increasing customer satisfaction,” says Drayton. “However, management of home-based call center agents can be quite a challenge, especially when it comes to scheduling a team of home-based agents. I look forward to speaking at Aspect Customer Experience 2008, and sharing my experiences managing VIPdesk’s home-based workforce.”

VIPdesk, a pioneer of premium home-based contact center solutions and Concierge Services, is at the forefront of the “homeshoring” revolution. There are estimated to be over 150,000 home-based customer service agents in the U.S. today, a number which is predicted to grow exponentially in the near term.

In her session, “Preference Based Scheduling – Aspect® eWorkforce Management™ Empower for At-Home Agents”, Drayton will address the challenges and successes in utilizing preference based scheduling for agent contractors who can only be scheduled based upon the times they are available to work. Attendees will see how to use Aspect eWorkforce Management Empower to facilitate agents being able to view their schedules from home, update their availability to work, add or delete scheduled hours based upon intra-day staffing.

About ACE 2008
Aspect Customer Experience (ACE) 2008, taking place at the Hyatt Regency in Atlanta, Georgia from 9-12 March 2008, is the preeminent conference for users of Aspect Software solutions. The event is hosted by Aspect Software and the Aspect Software User Group Association (ASUGA). ACE has become a leading international forum to discuss strategies for bringing change to the contact center, and addresses topics that affect an organization’s collections, customer service, and sales and telemarketing operations on a daily basis. The annual event attracts executives from Aspect Software customers, ranging from small, medium and large enterprises seeking ways to balance customers’ demands with the realities of the bottom line, reduce complexity, and maximize their contact center investments.

About VIPdesk
VIPdesk is the award-winning pioneer of home-based virtual contact center solutions for global brand leaders committed to enhancing their brand experience. Our best-in-class Brand Ambassador™ and Concierge screening and certification processes ensure that the most highly educated, experienced representatives serve as a seamless extension of their brand. Our proprietary quality assurance tools and processes ensure continually improving results; our stringent industry standard and PCI Compliant technologies ensure the most secure environment possible for client interactions. As a result, VIPdesk's prestigious clients experience higher customer satisfaction scores, increased average order size and overall financial performance, while realizing an unmatched economic value.

VIPdesk is proud to serve more than 60 clients in the retail, financial services, travel, consumer goods and automotive industries. Founded in 1997, VIPdesk has been continuously recognized for its growth and innovation as a multi-year recipient of the Inc. 500, Deloitte & Touche "Fast 500" and the Stevie Award for Women in Business.

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Media Contact:
Linda Dickerhoof
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