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     Virtual Call Centers 101: The Road Home








Are you looking for a way to retain the best agents on your team?  Is your call center facility bursting at the seams in need of expansion?  Are you having a tough time recruiting talented agents?  

You may find the answers to these challenges by going “home”.

Advances in technology are making virtual call centers a reality by enabling a Work@Home agent model.  Organizations that implement a virtual call center instantly increase their reach and ability to employ agents from any location.  The freedom and flexibility call center agents receive from working from home translates to lower agent turnover and higher productivity.  In addition, the organization benefits from greater staffing flexibility to accommodate seasonal trends, shift coverage and specific customer needs.

Whether your organization is considering a virtual call center for 100 or 1000 agents, it is only achievable and profitable if you do it right.  Please join us for this webinar where we will outline proven approaches to evaluating and implementing a virtual call center model.  

Be sure to bring your questions!  After the presentation, the webcast will be open for a live Q&A.
  
   Speakers:

Paul Roscoe


Paul Roscoe is the President of Sentillion vBusiness. In this role, Mr. Roscoe has become an evangelist on the benefits that desktop virtualization technology can deliver to call center organizations.  Prior to becoming President of Sentillion vBusiness, Mr. Roscoe was Sentillion’s Senior Vice President of Field Operations. In this role, Mr. Roscoe was responsible for developing and implementing Sentillion's revenue growth strategies and led all direct sales, sales operations and managed the Company's channel partner and strategic business alliance program. During his tenure, Sentillion posted record sales, including $50M in 2005, and has become the largest stand-alone provider of Identity and Access Management solutions to any industry.

Throughout his career in the IT industry, Mr. Roscoe has held a number of sales and business development positions. Mr. Roscoe served as Area Vice President, Healthcare for Sybase where he led the company's North American Healthcare Business Unit. Prior to Sybase, Mr. Roscoe maintained key strategic sales and business development roles as Vice President, Healthcare at New Era of Networks, Inc. and Vice President, Business Development at Microscript Corporation.
Erik Linask


In addition to his work with TMC’s IP Communications publications, Erik is a contributor to TMCnet. Prior to joining the TMC team, 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.

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