Speaking from Experience:
Cloud and Social Media
December 12, 2011
1:00 PM EST/ 10:00 AM PST
The biggest challenges contact center decision makers are grappling with today are migrating to the cloud and what to do about social media. These decisions directly affect the contact center agents. Some say that while the cloud allows agents to work from anywhere this can be a challenge for operations and productivity—the reality is home-based agents are typically more productive. Some say incorporating social media gives agents too much freedom—the reality is social media enables agents to be part of a culture while developing social media skills for interacting with customers. For decision makers looking to leapfrog the competition and take advantage of the cloud as well as understand how to begin incorporating social media.
What Attendees Will Learn:
- Ease of establishing a home-based agent culture using social media
- Agents can develop and hone their social media skills within their own community to prepare them for more successful multichannel customer interactions
- How gamification and social media drive agent performance
Who should attend:
- Managers, VPs, Directors and above responsible for delivering quality customer service results
- Anyone involved in the decision to migrate all or part of the contact center to the cloud
- Anyone involved in the decision to incorporate social media channels for communicating to customers
IDC - Research Analyst,
Worldwide Contact Center Service
Melissa Stevenson is IDC's Research Analyst for Worldwide Contact Center Services and part of the Outsourcing and Offshore Services team. Ms. Stevenson's research covers customer care BPO including hosted contact center services and home-based agent services.
Prior to joining IDC, Ms. Stevenson was the Implementation and Client Services Manager at PSG Global Solutions, an outsourced recruiting services business for the U.S. staffing industry. As the initial resource for training and client services, she established many of the processes that the company used to take the business from a start-up to 200-plus employees, including development and delivery of the original training program to PSG Global's first group of trainees in their Manila, Philippines office. Ms. Stevenson's work with PSG Global Solutions began by way of her previous role as Recruiting Manager at the affiliated Professional Staffing Group, a Boston based staffing agency.
Ms. Stevenson graduated cum laude from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society
LiveOps - Vice President of Operations for Home-based Agents
Tim Whipple has more than 20 years of experience running customer service contact centers. At LiveOps he wrangles a community of 20,000+ home-based agents across the U.S. who provide services for 200+ clients via the cloud. He is responsible for performance metrics, service levels, client & caller delight, agent sourcing, agent certification, agent deployment, and agent retention. Prior to LiveOps, Mr. Whipple was the National Director of Sales and Contact Center Operations for Limited Brands where he ran multiple, traditional brick-and-mortar call centers for the Victoria’s Secret Direct brand and managed 2,000 agents during his tenure.
Erik K. Linask,
Group Editorial Director
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.