Conference Presentation by Shona Macdonald


Shona Macdonald is the Customer Care Centre Manager for CourierPost and for the past three years CourierPost has utilised the service of Home Based Agents to provide options around Property Management, Business Continuity and most importantly for the flexibility and access to a wide pool of skilled people.

Initially 30% of the Team were Home Based and this has recently moved to 50% of the team.

Shona talked about the technical aspects of set-up following the business restructure and the on-going development of Home Based Agents for both Voice and Online channels.

To view Shona’s presentation click here