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 Work @Home vs. Brick & Mortar: How @Home is Transforming the Contact Center Industry

This webcast was originally broadcast on:
Tuesday, April 17, 2012 12:00 PM EDT / 9:00 AM PDT

The state of the Contact Center Industry is constantly evolving. Traditional brick & mortar contact centers require extensive investments in real estate, facilities and on-premise equipment. In addition talent recruitment is limited to a 30-mile radius around the call center facility.

With the rise of the Internet came a Virtual alternative that is transforming the industry. The Virtual @Home Contact Center model is rapidly gaining market share due to its scalability, higher quality agents, reliability and greater overall value.

What attendees will learn about:
  • How the virtual @Home model allows for more efficient staffing
  • Recruiting without boundaries provides a larger, more qualified talent pool
  • The cost benefits of going virtual
  • The business continuity and reliability advantages of a distributed workforce
Who should attend:
  • VP or Director of customer care, customer experience, contact center, BPO, CRM, global outsourcing
  • VP or Director of operations
  • Line-of-Business Owners
  • CFO and those whose responsibilities include business efficiency
  • Companies with large seasonal or unpredictable call volume fluctuations
Presenters

Jim Ball
Founder & Managing Partner
Alpine Access Consulting

Jim Ball pioneered the dynamic work @home employee-based model in 1998, changing the landscape of customer care. Jim currently leads Alpine Access Consulting, providing Fortune 1000 companies the tools, knowledge and expertise to implement a successful @home program.


Peter Ryan
Analyst
Ovum

Peter Ryan leads the BPO research within Ovum's IT services practice. A few areas of expertise include offshore & outsourcing, customer satisfaction, and economic analysis.

Moderator

Stefania Viscusi
Editor
TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.


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