- 10 ways the Chinese Internet is different
- Hacker writes rootkit for Cisco's routers
- Verizon snares $678 million federal network deal
- Cisco loses $2 million order to Nortel
- HP buys EDS for $13.9 billion
Six Minutes With ... Perry Wu, CEO of BitGravity. Listen now!
Six Minutes With ... Scott Ryan, CEO of Asankya. Listen now!
The movement towards laptop computers has fueled an unprecedented number of data breaches. For IT and Information Security, encryption and training has proven ineffective against careless users and insider threats. This paper discusses these limitations and explains how endpoint security allows remote deletion of sensitive data, tracking of computers outside the network and the physical recovery of missing computers. Learn how you can ensure mobile data protection regardless of end-user interference.
Get the latest on storage technologies that allow IT professionals to better cope with new IT demands. Learn how storage technologies can help you successfully tackle e-Discover, regulatory compliance, green data center initiatives and the data explosion. Get all the details now.
Find out how you can consolidate Windows workloads and create a more efficient virtualized data center in this informative webcast, "Reduce Complexity and Cost - Windows Server Consolidation with Virtualization." Six concise webcast modules are available for your viewing. Watch them all consecutively or only the topics that interest you. The modules cover performance, user case studies, enterprise-level support, managing windows workloads, setup and configuration and the future of virtualization. Learn more today. Register below to learn more and be entered to win an Archos 605 Portable Media Player.
Didn't you do any research about the indictment? She's being tried for violating the Myspace terms of...- Anonymous
Emerson Network Power and its Liebert power and cooling technologies increase IT system flexibility and availability, while lowering the total cost of ownership.
Discover how to optimize your data center efficiency through virtualization, digital system controls and emerging monitoring capabilities.
Learn how Liebert technology ensures availability for U.S. DoD facility while providing the flexibility to add a new supercomputer.
Reduce cooling system energy costs by 30 to 45 percent through five data center efficiency strategies.
McKesson Health Solutions runs two fewer brick-and-mortar call centers than it did three years ago, and the Broomfield, Colo., company is set to shut down a third facility by year-end. McKesson's business isn't shrinking; its call center staff is relocating - to their homes.
Over the past three years, McKesson has increased its at-home worker population from 13 to 500 agents. Most are registered nurses who provide over-the-phone triage and disease management services to health plan members. Clients call in with questions about health concerns, and McKesson nurses call patients with chronic conditions such as asthma and diabetes.
Getting the company's distributed call center staff up and running wasn't easy, but the payoff is worth it, according to Linda Casey, a senior manager of operations at McKesson. The company is saving $2 million each year in building leases alone, she told attendees at the recent International Contact Center Management conference in Chicago.
Hiring managers can choose from among a wider pool of candidates, because they aren't limited by the location of a call center facility. The at-home jobs are sought after, so McKesson typically can hire at-home agents for about 16% lower wages, Casey said. Agents tend to keep the jobs longer, too: Attrition rates have dropped from 37% before the work-at-home program matured to 20% today across McKesson's virtual and brick-and-mortar call centers.
At the same time, McKesson is benefiting from greater staffing flexibility. About 20% of its at-home staff voluntarily work split schedules, which lets managers better allocate their hours around peak call periods. The company shifts 1,500 agent hours each month from overstaffed times to understaffed times - the equivalent of eight full-time employees, Casey said. The pool of at-home agents is "the easiest to manage, and it's the easiest to schedule," she said.
While the payoff is satisfying, getting to this point required considerable effort. "We ran up against a lot of brick walls," Casey said.
| NetworkWorld, Inc. | About Network World, Inc. | Advertise | Careers | Contact us | Terms of Service/Privacy | Reprints and links | Partnerships | Press room | Subscribe to NW |
| IDG, Inc. | CIO | Computerworld | CSO | Demo | GamePro | Games.net | IDGconnect.com | IDG World Expo | Infoworld | JavaWorld.com | LinuxWorld.com | MacUser | Macworld | PC World | Playlistmag.com The Industry Standard IDG List Services |
 |
Copyright © 1994-2008 Network World, Inc. All rights reserved. |
