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  • 20 Slides

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

Agenda

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

Faculty

Stacy Lowman

Stacy Lowman

  • Seasoned training and development, human resources and communications professional
  • Conducts regular seminars and workshops on a far-reaching set of business topics within 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 M.B.A., management certification, Rollins College
  • Can be contacted at [email protected] or on Twitter® @StacyLowman
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Hiring, Training and Managing a Customer Service Agent With No Walls

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