Kirkmacdonald writes "I work as an analyst in a small call center. There are about 200 on phone agents, but half of them work from home. About a month ago I submitted a Project Charter to create an online neighborhood for the agents. The basic premise was thing approaching the conjugation of a wiki form and a gauge forum (phpbb and the like). We already have an online wisdom base for company policies, preliminaries and system documentation. This neighborhood status would be intended to play-act being able to talk shop with the person next to you, along with the lunchroom and water cooler. The Charter was well recognized but there were gather intelligence from upper government about how using this type of entourage could affect the call center metrics (average handle time, after call wrap up, etc). Can anyone comment on other companies that have online communities for their staff? How did they mitigate productivity risks?"

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