Webinars
Archived Webinars
Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns, but experienced practitioners say that if you’re not positioned to nail these key factors from the start, you will shortchange the program and put your results at risk.
Join guest speaker Michele Rowan of Customer Contact Strategies as she reveals how she led the Hilton@Home program to success. Also hear from Sarah Williams of inContact to learn best practices around keeping agents connected through eLearning.
When: Tuesday, November 10, 2009
Time: 2:00 PM - 3:00 PM EST
Finding the Way Home: How to Design Your At-Home Agent Framework
Home agents – you’ve heard the hype. If you want the results, attend this session to do your homework.
Join our guest speaker Krystal Sautter, of Moving Beyond the Bricks, as she outlines what it takes to get moving. Krystal’s success implementing a home agent program for a Fortune 250 company enables her to share:
• How to use virtual infrastructure
• How to staff for at-home positions
• How to manage, train and coach home agents
• How to measure and evaluate your results
*Plus, you’ll also see what your peers are doing with exclusive benchmarking for attendees.
How do you get the right agents on the team and keep them there? Hear how Entergy, an energy provider to 2.7 million customers, was able to use critical data about existing agents to get the right agents in the door and improve retention efforts for agents on the floor. You will learn:
- How to determine what factors are most impacting your attrition
- How to focus on what matters most to keep existing agents
- How to orient the hiring process to what matters most
Learn how LegalZoom met the challenges of rapid growth, costly turnover and limited resources by giving process its due. The nation's top online self-help legal document service created a process that integrates call center best practices with unique insights about its existing agents.
