driving results with volunteer/at home agents (family search)
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inContactThe Power to Put Your Customers First
www.incontact.com | 1.866.965.7227 | [email protected]
Driving Results
with Volunteer / Work-at-Home Agents
Overview
The World’s Largest Genealogy OrganizationFamilySearch is the largest genealogy organization in the world.
Millions of people use FamilySearch records, resources, and services to learn more about their family history. For over 100
years, FamilySearch has been actively gathering, preserving, and sharing genealogical records worldwide. Patrons may freely
access our resources and service online at FamilySearch.org, or through over 4,500 family history centers in 70 countries,
including the renowned Family History Library in Salt Lake City,
Utah.
Challenges
• Global, multi-lingual workforce comprised primarily of volunteers
• Older employees with little to no computer experience
• Small IT budget
Solution
• Workforce Management (WFM)• ACD / call routing solution
Results
• Unified global workforce on one system• Solutions are simple to learn and use• Real-time reporting ensures customers are given
the same quality, no matter their location• Forecast call flows accurately• Fully operational with only 1 IT specialist
Looking at an At-Home Workforce?
5 Things to Consider• Keep employees in the know• Assign a Training Mentor.• Reward employees• Make sure they know they are on a team• Knowledge Management