The remote agent model continues to capture the attention of contact center operational leaders.
The strong interest in remote agent models can be explained with two examples. First, operational leaders have shared that remote agent models have delivered 35% (or more) reduced operating costs. Second, remote agent models, at least the truly virtual models, have enabled contact center organizations to increase their candidate to hire ratios to over 10 candidates for each hire. This allows them to be more selective which improves the quality of hire.
If you are evaluating remote agent models, we want to call your attention to the 2012 Remote Agent Summit being held in Dallas Texas from February 21st to 23rd at the Westin Galleria. Michele Rowan of Customer Contact Strategies is the organizer. If you register now, you can save $200 off the conference price.
You can learn more about Michele Rowan from our podcast with her earlier this year.
We think you will find this event compelling because the content is mostly case studies shared by your peers in the industry. You will have the chance to find out directly what is working and what has not worked with remote agent models. Companies presenting in February include The Hartford, Hertz, Citi, Express Scripts, Capital One, Hilton Hotels, United Healthcare, and Kaiser Permanente.