July 18th, 1:00 - 2:00 Eastern; CRMX
Five years ago, routing customer inquiries to a field office or an employee's home was not cost effective-but that was five years ago. Virtual contact centers are springing up everywhere, and managers who embrace the business case for VoIP must also accept the business case for a consistent customer experience. This session will educate contact center managers on new requirements for quality management in a virtual environment, including:

Five years ago, routing customer inquiries to a field office or an employee's home was not cost effective-but that was five years ago. Virtual contact centers are springing up everywhere, and managers who embrace the business case for VoIP must also accept the business case for a consistent customer experience. This session will educate contact center managers on new requirements for quality management in a virtual environment, including:

People - how should companies adjust the organization of the quality management team, their communication process, the work coordination, and the agents' relationship with the team to remain productive and effective in a virtual environment?

Process - what are the new quality management requirements that are open and efficient for score remediation, training, collaboration and change management?

Technology - what are the technology requirements to support people and process in a virtual environment?

Attendees will understand the best practices for contact center managers to align their people, processes, and technology to create and maintain high quality and consistency in a virtual environment.

Register here.