Conference Presentation

Innovate in Customer Support

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Great support is what your users expect. Delivering this and successfully handling the multiple, and often opposing, goals of maintaining high quality while minimizing waste, managing costs, increasing access, and remaining flexible, agile and relevant is what your business really needs. Virtual Contact Centers deliver on this by using home-based agents. Imagine if your customer support could:
  • Meet seasonal demands without adding real estate
  • Barely miss a step when bad weather hits
  • Handle unexpected volumes within minutes/hours instead of days/weeks
  • Match agent knowledge/experience to customer needs/interests in their own area
  • What are some reactive mistakes support organizations fall into with Social Media?
  • Draw on skills and abilities from virtually the entire population of North America
Your speaker, Nick Sellers, will:
  • Describe how to recruit, train, manage and engage the team safely and securely without seeing employees daily
  • Show how the operation scales and flexes to meet changing needs
  • Provide examples of how regulatory compliance, security, and other requirements are satisfied
Join this session for insights into how Virtual Contact Centers are changing the way that customer support is being delivered and business objectives met.

 

Presented By:

Nick Sellers

Senior Director, Strategy and Marketing, Sykes Enterprises

Publish Date: May 6, 2014

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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