Show navigation

Available in:

OnDemand Webinar

Hiring, Training and Managing a Customer Service Agent With No Walls

With the ever growing popularity of virtual workforces, the way call centers recruit, train and manage customer service representatives has evolved. Attracting a customer service representative who has the skill sets to work outside of the traditional brick and mortar location has proven to be challenging for call center leaders looking to take advantage of a workplace without walls. Just as daunting are the decisions that have to be made around how that virtual employee is trained and managed throughout their tenure.

This OnDemand Webinar shares the lifecycle of a virtual call center representative with World Travel Holdings. This organization sent its first employees home almost 10 years ago. This experience provides a unique opportunity to hear best practices from recruiting/training to managing employees that are never seen. You will walk away with a great case study on how to successfully deploy or enhance your call center's work at home strategy.


Runtime: 87 minutes
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Recruiting for a Virtual Call Center - The Virtual Customer Service Representative Requires a Unique Subset of Competencies to Be Successful in a Remote Environment

  • Core Competencies, Applicant Tracking, and Assessment
  • Technology/Considerations
  • Logistical Requirements

Training - It Can Be Difficult to Keep Virtual Representatives Engaged in the Learning Process; That Task Is Amplified When They Are Not in a Physical Call Center - But It Can Be Done Very Successfully

  • Highly Interactive On Boarding Program
  • Technology Considerations
  • Tracking/Measuring Performance

Managing - Keeping a Customer Service Representative Connected With Their Organization's Culture and Engaged Is Key to Their Long Term Success

  • Best Practices for Managing a Virtual Customer Service Workforce
  • Tools for Compliance
  • Engagement Best Practices
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Stacy Lowman

Stacy Lowman

  • Seasoned training and development, human resources and communications professional
  • Oversees employee and franchise training programs for Cruise Planners; conducts regular seminars and workshops on a far-reaching set of business topics within his areas of expertise (HR, training, call center, virtual workplaces, and corporate communications)
  • B.A. degree in communications, University of NC at Greensboro; completed a “Mini MBA” Management Certification from Rollins College
  • Can be contacted at [email protected] or on https://www.linkedin.com/in/stacylowman
Purchase Options

More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 390325
Published 2013
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!