2:15 PM - 3:05 PM BST | Wednesday 9
How to Convert A Remote Agent Workforce; Dialog Direct, a Qualfon Company Case Study
Marvie WrightVP of Training
While the recent Corona Virus outbreak has been forcing organizations worldwide to institute “work at home” policies for their workforce, progressive thought leaders in the contact center space have been shifting a greater percentage of their agent personnel to a “Work at Home” model. While the economics and expanded labor pool potential represent compelling arguments in favor of the shift from centralized to remote agent infrastructure, the question remains “How do we make the shift and ensure our quality assurance program does not suffer in the process”. Join Dialog Direct’s Vice President of Training, Marvie Wright as she overviews the advantages of migrating or creating a remote based contact center agent workforce. Learn how you can do this in your organization by hearing about Dialog Direct’s journey of achieving, maintaining and improving remote agent performance and customer outcomes with the support of speech analytics.