“Greg has a unique ability to educate, inspire and entertain contact center professionals with his one-of-a-kind blend of expert analysis, bold opinions and irreverent sense of humor.  He knows the customer service field through and through, and his wit and wisdom are a rare combination.  Listen, laugh… and learn!”
-- Brad Cleveland, Senior Advisor and Former President and CEO, ICMI

“Greg Levin is among the most talented, insightful contact center humorists in the business. Greg's gift is that he isn't really 'joking' -- his ability to frame real issues with humor and wit make his writing and speaking ever the more memorable. He never disappoints!"
-- Kathleen Peterson, Founder - Chief Vision Officer, PowerHouse Consulting, Inc.

“When I met Greg Levin back in 1995 at a large call center conference, I knew that the industry would never be quite the same again. Greg’s youthful exuberance and razor wit coupled with his solid grasp of what makes customer care organizations thrive is unmatched by anybody in the industry. Never content with conformity or the status quo, Greg constantly pushes call center professionals beyond their comfort zone, makes them question so-called standards, and drives them to continually improve both the customer and the agent experience.”   
-- M. J. Willard, Ed.D., Executive Director, National Telecommuting Institute, Inc.

"As a student of call centers, I have been following Greg’s incredible work for over a decade.  His ability to make the complex simple (and fun) has helped him become a sought after subject matter expert in the contact center industry.   Our company has had the privilege of working with Greg on several occasions and he always exceeds our expectations.  We’ve recommended him to others and the feedback is always the same – he hits it out of the park."     
-- Tim Montgomery, CEO  Cooney Solutions Group

“I have been an avid reader of Greg Levin’s work for more than five years now.  I have always appreciated Greg’s approach to contact center learning – I refer to it as “edu-tainment”.  His unique content provides clear instructional value for everyone from Contact Center VP to agent, and it’s provided in a way that lets everyone enjoy the experience.  Being a leader in this industry for more than 12 years, it’s clear that he is one of few educators who can connect with everyone in your organization, and can help you connect with your organization as well.”
-- Michael Pace, Director of Customer Support, Constant Contact

"I have attended many call center specific conferences over time and by far the best and most impactful session at the Contact Center Expo in Nashville was the one given by Greg Levin. He brings you excellent ideas and ones that actually stick in your head. I have already played his song "Sympathy for the Agent" to all my staff and they really enjoyed it!"
-- Thomas Dalton, Call Center Manager, Preferred Health Partners

"I have always looked forward to reading what Greg Levin has to say about the contact center industry and environment.  Greg has the unique ability to both educate and entertain.  Over the years, he has developed a keen insight into the inner workings of a contact center and challenges readers with provocative thoughts and observations.  In an age when business and business writing often take the politically correct, well-traveled road, it's always been refreshing to see what angle Greg takes on a topic.  His approach, while sometimes irreverent, has always been fun, engaging and insightful." 
-- Larry Eiser, former VP of Call Center Operations, Duke Energy; currently President, Contact Center Insights

"They say laughter is the best medicine, so for whatever ails you and your center, get a dose of Greg Levin’s writing. He is the original “off center” writer, weaving his offbeat humor into every learning process as he shares his wit and wisdom. Every contact center professional, whether tackling daily challenges of the frontline operations, providing support functions, or leading the charge, will learn and laugh with Greg."
-- Lori Bocklund, President and Founder, Strategic Contact

"Over the years, Greg Levin has made fun of just about every aspect of the call center industry. After covering the industry for as many years as he has, he has earned the right to do so! Greg’s humor and understanding make him an excellent columnist and speaker about all things call center."
-- Dan Rickwalder, Owner, Proactive Planning Group

The home agent model is no longer viewed as a risky staffing approach; it’s fast becoming a preferred one. Rapid advances in virtual technology have mitigated the major security risks and operational concerns. Trial and error via countless pilots and full-fledged programs over the years have revealed a number of best practices with regard to home agent implementation and management.

Off Center recently surveyed dozens of U.S. customer care professionals whose organizations use home agents to handle inbound contacts. The collective responses of the study participants helped to shed ample light on the state of home agent staffing in the U.S. call center industry – revealing several very promising trends as well as some missed opportunities.

For a detailed look at – and commentary on – the study results, be sure to download the complete 19-page report here…

Renowned contact center expert and humorist,  Greg Levin, has packed his ebook with proven practices, tactics and strategies – all of which he has seen drive success in world-class customer care organizations during his nearly two decades as a writer and researcher in the industry.  Read more...