Home Based Agents - on the Call Center Radar

  • 08 Nov 2007
  • Crown Plaza Hotel, 6121 N I H 35, Austin, TX 78752-3801, US


Registration is closed
Start Time: 11:30 a.m.
End Time: 1:00 p.m.

headset_girl.jpgIf you had an opportunity to attend our symposium last month, you may have heard Alton Martin CEO of COPC mention the possible future impact of outsourcing and call center workforce issues including home based agents.
This topic generated a huge degree of interest and questions.
Join us for our November Networking luncheon (November 8th) where the ACCA is pleased to present Shalesa Charron of VPI to address "Home Based Agents -on the Call Center radar." 
Whether you attended the symposium or not, this is a lunch you do not want to miss. Shalesa Charron of VPI will explain how this alternative call center option is becoming more prevalent among organizations.  

Are you looking for greater staffing flexibility? Improved and consistent service levels? Lower hiring and training costs?

At-home agents, when supported with the right tools and processes, can help you accomplish these goals. Learn how leading companies like 1-800-FLOWERS.COM, Choice Hotels, are utilizing real-time performance management and integrated agent coaching technologies to greatly improve their productivity, their customer service, and their bottom line.


In this presentation, you’ll learn how to:


  • How to overcome the most common challenges faced when deploying at-home agents
  • Differentiate your training programs to best suit your home agents
  • Automate process and communication
  • Technology considerations

Shalesa Charron, Director of Strategic Accounts
Shalesa has over 12 years experience in direct selling and marketing of enterprise software. She has worked with customers like 1800Flowers.com, National City Bank, Verizon Wireless and others to implement their performance management programs

Related Article:
The Work-at-Home Agent: The Model of the Future?, by Janie Iadipaolo   

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