Podcast

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

Listen to Episode 1

 

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

Listen To Episode 2

 

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

Listen To Episode 3

 

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

Listen To Episode 4