For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the recent economic downturn, cost reduction became even more crucial, and most businesses measured the performance of their contact centers almost exclusively on how little they spent. Today, however, the inward-facing, savings-oriented contact center is outmoded. Technology makes it possible, and competition makes it necessary, for the contact center to become an active contributor to revenue goals. Efficiency is no longer enough.

To quickly recover from a major external event that interrupts normal business, be sure to include the help desk on the list of critical first responders with resources and tools dedicated to the rapid re-provisioning of what will inevitably become a critical resource for displaced business employees.

At-Home agents deliver significant cost savings, greater flexibility, a deep, diverse and qualified labor pool and reduced staff churn for call centers. Other important benefits include reduced absenteeism, increased productivity, and enhanced customer satisfaction. At-home agents also present call center managers with a major and new management challenge – bringing out the best in people they cannot see.

Stephen R. Covey’s bestseller, The 7 Habits of Highly Effective People®: Powerful Lessons in Personal Change, has inspired many parallels in the field of business and organizational improvement. Contact centers and help desks, too, could become significantly better at what they do by adopting the timeless, principle-based habits recommended by the book