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 Creating a Better Customer Experience with At-Home Associates

This webinar was originally broadcast on:
Thursday, August 04, 2011 02:00 PM EDT / 11:00 AM PDT

In today’s multichannel environment, providing a truly exceptional customer experience is a constant challenge. Learn how you can maintain operational efficiency while achieving a higher level of customer satisfaction with an at-home workforce. Listen in as at-home industry leader, P.J. Weyforth-Drummond, shares how TeleTech’s proprietary blend of people, process, and technology creates the perfect at-home program. In this interesting and informative webinar, you will learn how to launch a successful at-home program, increase CSAT and Net Promoter scores, and reduce associate speed to proficiency rates.

Lower Operating Cost + Higher Quality = Greater Client Value!

What Attendees will learn:
  • Five key drivers to accelerate C-Sat and life time customer value with at-home programs
  • Secrets of how at-home associates provide a better customer experience
  • Tips to control costs while keeping your contact center resources in the U.S.
  • Four pillars of building a successful blended at-home and traditional center program
  • Why a global technology platform and security matter
Who should attend:
  • Decision makers responsible for a company’s Customer Experience Management strategy
  • Companies looking to retain onshore operations while controlling costs
  • Companies who experience extreme seasonal volatility or are concerned about maintaining operations during a potential disaster
Presenter

P.J. Weyforth-Drummond
Senior Vice President, TeleTech@Home Operations
TeleTech

As TeleTech’s Senior Vice President of TeleTech@Home, P.J. Weyforth-Drummond is responsible for the marketing, business development, and operations of TeleTech@Home. In this role, Mrs. Weyforth-Drummond is charged with growing the at-home business, working with new and existing clients on the benefits of utilizing an at-home workforce, building at-home support processes, and managing operational performance to exceed customer expectations.


Charles E. Hutton
Vice President, TeleTech@Home Business Development
TeleTech

Charles Hutton is TeleTech’s Vice President of Business Operations for TeleTech@Home. In this role, Mr. Hutton is responsible for growing TeleTech’s client portfolio in collaboration with industry sales executives, leading sales and marketing strategic planning efforts, and acting as the key advisor in formulating business solutions for clients.

Moderator

Carrie Schmelkin
Web Editor
TMCnet

Carrie Schmelkin is a Web Editor for TMCnet. Previously, she worked as Assistant Editor at the New Canaan Advertiser, a 102-year-old weekly newspaper covering community news and enhancing the publication's social media initiatives. Her areas of reporting included education, finance and health and human services. Carrie holds a bachelor’s degree in journalism and a bachelor’s degree in English from the S.I. Newhouse School of Public Communications at Syracuse University.

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