At-Home Agents: A New Talent Pool Becomes Available

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Sponsor

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options for agents, including insourcing, outsourcing and at-home agents.  Join two customers in this webinar who have built a business model that relies solely on at-home agents.  They will discuss the intricacies and considerations of building an at-home agent model, and how the cloud computing contact center software of Five9 has enabled them to maximize their customer experience with the best talent pool.

Presenters:

Ken Osborn VP of Marketing Five9

Ken is responsible for all facets of marketing at Five9, including demand generation, product marketing, marketing communications, and public relations.  He has more than fifteen years of experience in cloud computing, CRM and Enterprise software.  Ken was previously at salesforce.com, where he led marketing efforts for the Service Cloud, the next billion dollar product line for salesforce.com, substantially growing the market awareness of the advantages of cloud computing for Customer Service and Support organizations.  Ken also spent a number of years at SAP in Product Marketing and Product Management leadership roles, working on flagship products such as Business ByDesign and CRM.

He holds a BSME from the University of Vermont.

Jack Sands CEO AAA Renewals

Jack is CEO of AAA Renewals, formed by Vforce to exclusively service AAA Clubs across the country.  Beginning with an at-home workforce fifteen years ago before it was in vogue, Jack has built a unique business model in the respect that all of the Renewal Specialists work from home.  This gives AAA Renewals a significant competitive advantage based on the fact that they are not restricted to hiring local Renewal Specialists, drawing instead from a national pool of candidates, and hiring the most qualified Renewal Specialists in the country.  Previously, Jack was awarded for being a finalist in Ernst & Young's Entrepreneur of the Year Awards Program two years in a row.

John Stewart President NexRep

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Report Abuse   patni2525 01/19/2012 8:11:51 AM EST I AM PROUD TO BE A MEMBER WITH YOU THANKS Replies (0) Post a reply Sign in or Sign up to post a comment

Report Abuse   Shapour Mohajeri 01/16/2012 5:18:59 PM EST Hope that talent to be used in right direction. Teasing people and laughing is not jobs. Replies (0) Post a reply Sign in or Sign up to post a comment

Report Abuse   MediaSME Contact Center Solution 01/12/2012 1:22:57 PM EST Right now, we have a different provider for cloud computing, but I'm very open to possibilities. Replies (0) Post a reply Sign in or Sign up to post a comment