Sean Wisdom

Vice President of Client Marketing Arise

Tuesday, August 18

Tuesday, August 18th, 2020

12:45 PM Remote Workforce Management

Everything You’ve Been Told About Work from Home Care Is Wrong


With the disruption of COVID-19, numerous organizations performed swift triage through lift and shift of their physical contact center to a work from home endeavor. Sadly, in this transition, many traditional BPOs, unprepared for virtual care, lost capacity and saw a rise in abandon rate, average hold time, and average handle time.


Unfortunately, COVID-19 is not going away. So, triage strategies assuming a quick end to the pandemic need to be replaced with a purposeful work-from-home approach that will allow brands to be there for their customers as they approach the crucial fourth quarter, and beyond. Unfortunately, there are still many brands that are still having challenges with critical components such as agent engagement, data security, virtual learning, and on-demand flex.


Join Arise Virtual Solutions as they address the challenges of work from home and give insight into the virtual-first strategies that have helped big name brands continue to serve their customers while optimizing occupancy and improving overall CX.

1:30 PM Remote Workforce Management (Round 2)

Everything You’ve Been Told About Work from Home Care Is Wrong


With the disruption of COVID-19, numerous organizations performed swift triage through lift and shift of their physical contact center to a work from home endeavor. Sadly, in this transition, many traditional BPOs, unprepared for virtual care, lost capacity and saw a rise in abandon rate, average hold time, and average handle time.


Unfortunately, COVID-19 is not going away. So, triage strategies assuming a quick end to the pandemic need to be replaced with a purposeful work-from-home approach that will allow brands to be there for their customers as they approach the crucial fourth quarter, and beyond. Unfortunately, there are still many brands that are still having challenges with critical components such as agent engagement, data security, virtual learning, and on-demand flex.


Join Arise Virtual Solutions as they address the challenges of work from home and give insight into the virtual-first strategies that have helped big name brands continue to serve their customers while optimizing occupancy and improving overall CX.