Dave Warner, architect of Sutherland's remote workforce solution, called the Virtual Workplace, speaks with FurstPerson CEO Jeff Furst about the benefits and implementation of the home agent model.
Contact Center Conference 2011 Sponsor Podcast: Jeff explains how you can make hiring agents a strategic part of your contact center plan. Don’t just hire any agent, hire the right agents that align with your organization’s goals.
Faye Victora, Vice President of SYKES Home, shares her experiences on home agent recruiting, compensation, and key success factors.
Michele Rowan, founder of Customer Contact Strategies, speaks with FurstPerson CEO Jeff Furst about the benefits of the home agent model. Michele moved over 1,000 agents home while a Vice President at Hilton Hotels.
Mark Miller, Senior Director - Contact Center Practice at J.D. Power and Associates, discusses the firm's research on customer satisfaction, key drivers to achieving customer satisfaction, and the impact of hiring into the contact center.