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JetBlue Customer Service at Home

“(extlink)Calling JetBlue”:http://www.fastcompany.com/magazine/82/jetblue_agents.html

bq. Equipping agents with a home computer eliminates the need for a large expensive call center. It also boosts efficiency and retention in a job with traditionally high turnover. It offers agents, many of them at-home moms, flexible part-time work. When call volume is down, someone on the operations desk in the Salt Lake City office sends an email offering voluntary time off, or VTO, to the first agents who respond. Among the other advantages, says Driffill, is avoiding a commute to the office, relaxed work attire (she wears PJs during late-night shifts), and the ability to be close to her three children, Gracie, Payden, 9, and Ethan, 7. “It’s the best job I’ve ever had,” says Driffill, who worked 11 years in customer service at a bank in her last job. “I love it when people ask where I work.”

The more I hear about JetBlue, the more it sounds like they’re just a good company. Good in the moral sense, and good in the innovative sense. Imaging having a loyal customer service staff! I guess this is the kind of attention you can get when your “(extlink)CEO regularly works on the front lines”:http://www.inc.com/magazine/20040301/nbrodsky.html .