Presented By: Mark D. Lepko - President North America, Altitude, and Nuno Periquito, Marketing Manager, North America, Altitude Software
On Demand: Live Date - March 08
Full support for Home Based Agents and decentralized operations with centralized control contact centers are no longer in the distant future. IP Contact Centers have reshaped the industry and have made it financially viable to bring back some operations that were offshored by reducing interconnection costs and enabling access to a pool of highly motivated and skilled labor, which through being decentralized has lower costs.
This session will focuses on delivering a clear path for those considering embracing Home Based Agents and addressing all challenges that emerge, especially from and an operational and technological point of view. You will learn how a leading provider of business and contact centre telephony and communications services took full advantage of this business model by deploying remote agents in a very innovative, intelligent and lucrative way.
Hear best practices in this exciting field, supported by real examples and the knowledge of an organization that has been extremely successful in delivering cutting edge IP Contact Centers worldwide.
Presenter: Mark D. Lepko - President North America
Mark Lepko has over 20 years experience in the contact center industry. He began his career managing large scale call center operations with both inbound and outbound applications. He has broad experience leading teams with engagements in the Retail, Outsourcing, Utility, Financial Services, and Automotive industries. Mark holds a degree in Economics from Drexel University.
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