Presented By: Brendan Read, Analyst, Frost and Sullivan; and Joe Norris, AAA MSC; Sponsored by LiveOps
Date: On Demand Available September 29th
Join us to hear the advantages and benefits of using "cloudsourced" or at-home talent in the contact center
Joe Norris, from AAA MSC, will share AAA's successful experiences with implementing at-home agents as a critical component of their contact center operations, including some criteria to consider when choosing an at-home outsourcer. Brendan Read, Analyst, Frost and Sullivan will share outsourcing best practices and will also provide a broader industry perspective on the at-home outsourcing trends.
You will learn:
- The latest trends in contact center "cloudsourcing"
- Best Practices in contact center outsourcing
- AAA's experience implementing at-home agents in their contact centers
About The Presenters:
Brendan Read is a Frost & Sullivan Analyst, with extensive experience covering site selection, outsourcing, teleworking, e-learning/e-training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other publications. He is also a contributor to Computer Telephony Encyclopedia, authored by IP Telephony editor Richard 'Zippy' Grigonis. Read has been on the inside of the teleservices industry. He provided corporate communications for The AnswerNet Network, one of the Top 50 Teleservices Agencies, from 2004 until 2007. He has spoken and has been a panelist at conferences including ACCE, Call Center Demo, the DMA, ICCM, and ICMI Knowledge Exchange.
Joe Norris, Vendor Relations Manager - Contact Centers, AAA. In his role as Vendor Relations Manager for Contact Centers for AAA, Joe is focused on identifying opportunities to partner with vendors that align with AAA's strategic objectives and vision. He has an intense focus on cost savings, exceptional service levels, and high quality deliverables. Joe has more than seven years of experience managing and deploying a portfolio of medium to large-scale projects generating direct impact on business operations while providing unparalleled customer service. He has been in his current role since July 2009.
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