Remote Agents: Drive Engagement and Reduce Costs
Set It Up and Go (home!) with the Leading Subject Matter Expert, Michele Rowan
Forty percent of US organizations include remote agents in their customer contact channels, and analysts predict 80 percent will deploy remote agents by 2013.
Remote agents enable us to grow our businesses without adding facility costs, while propelling the customer experience with untapped talent – people who generally won’t work in our brick and mortar contact centers.
But where do we start? How do we deploy an effective pilot? How do we get from pilot to a highly successful scaled model?
Join Michele Rowan, former VP of Hilton Hotels and current President of Customer Contact Strategies for this “all-things-at-home” education.
Rowan moved over 1000 positions home in 18 months with Hilton in multiple locations and has over 150 clients she has supported in development and implementation of remote agent programs.
During this one-hour Webinar, Rowan will share:
- Proven ROIs and KPIs
- Program critical success factors
- Pros and cons of outsourced vs. insourced home agent programs
- The profile of the remote agent – how to find applicants in your current market and new markets
- Best practices in network security and call delivery
- Low cost, user friendly e-learning design - take your training virtual
- Transitioning to virtual performance management
- Staying connected on business, social and cultural levels
- Most common pitfalls and how to resolve for them
Host:
Michele Rowan
CEO
Customer Contact Strategies
