Work At Home Podcast
Episode 1
In this episode, J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
- Early learnings from the Work-at-Home shift
- Emerging best practices
- Cracks in the model
- Impact on employee mental health
- Sustainability of the remote customer service model
Episode 2
In this episode, J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this episode include:
- Developing cultural connections with new hires
- How to support working parents struggling with Work-at-Home
- The pandemic of work-from-home injuries
- The impact of working from home on collaboration
Episode 3
In this episode, J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth are joined by special guest Alison Fox, Travel + Leisure digital contributor, to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this episode include:
- How employers can take advantage of the flexibility that Work-at-Home has created
- Decreases in productivity
- Impact of Work-at-Home on young new hires
Episode 4
In this episode, J.D. Power’s Jeff Conklin, Vice President of Utilities and TMT at J.D. Power joins Michael Vermillion, Mark Miller, and Scott Killingsworth to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
- Policy changes and the return to normalcy
- The impact of the end of financial assistance on customer service agents
- Best practices to help manage agents through challenging conversations
Episode 5
In this episode, Carl Eckert, Co-founder & CEO of Amelia, joins J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
- Employee mental health
- Personalization in the employee onboarding process
- Maintaining engagement in a work-at-home environment
Episode 6
In this episode, Ted Nardin and Brian Kearney from 5th Talent join J.D. Power’s Michael Vermillion and Mark Miller to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
- Meaningful Work: the “magic metric”
- Key findings from Work-At-Home study
- Work-At-Home fatigue
- Recommendations for isolating and addressing frustrations
Episode 7
In this episode, Brandon Knight, VP of the Contact Center Practice at Telarus, joins J.D. Power’s Michael Vermillion, Mark Miller, and Scott Killingsworth to discuss issues and trends related to the shift to Work-at-Home for customer service operations.
Topics discussed during this podcast include:
- Technology transitions for work-at-home: the good and the bad
- Key security challenges for work-at-home technology
- How technology can help with productivity levels and employee engagement
- The future of work-at-home
Episode 8
In this episode, Josh Gross, founder of Pizzatime, joins J.D. Power’s Michael Vermillion, Mark Miller, Scott Killingsworth, and Tom Bontempo to discuss issues and trends related to work-at-home customer service operations.
Topics discussed during this podcast include:
- Remote employee engagement: The Pizzatime story
- Work-at-home team dynamics
