Work at Home and Its Impact on Business Continuity
Featured Guest Speaker:
Scott Barli – Director of Business Client Support with Sprint
Peter Ryan – Principal Analyst with Ryan Strategic Advisory
Terry Rybolt – Managing Director, Work at Home Global Strategy and Deployment with Teleperformance
According to an Everest Group report, the number of work from home agents has grown an average 17% - 19% per year over the last several years with no signs of slowing down. Given record-low unemployment, a tight job market and unexpected disruptions like the ongoing novel coronavirus (COVID-19) outbreak, the flexibility of a work-at-home-agent model has rapidly evolved into a highly viable solution for contact centers. As a result, in addition to high agent satisfaction and increased productivity, companies that have adopted the at-home model also saw access to niche, specialized talent pool, improvements in customer satisfaction, lower employee turnover and, more importantly, minimizing impact from disruptions and ensuring business continuity.
Join Scott Barli, Peter Ryan and Terry Rybolt as they share:
With the objective of curating a dynamic customer experience ecosystem, the TP Talks webinar series is focused on inspiring ideas on how companies can adapt to become truly customer-centric. You will learn from best practices, big trends, innovations and real-world success stories for managing ever-changing customer expectations.