CallTalk to Discuss Home Agents this Week
July 12, 2011
By Chris DiMarco
, TMCnet Managing Editor
Call center certification provider BenchmarkPortal (News - Alert) is well known for having the largest database of call center metrics in the world and being a leader in call center certification, training and consulting. The company also hosts a monthly Web radio series “CallTalk” which addresses the most pertinent trends in contact centers with industry leaders while opening up the conversation to a live audience and allowing them to contribute as they listen. The show is designed to provide attendees with relevant information on the inner workings of a customer service operation and best practices methods.
This Wednesday, July 13, at 4 p.m. EST join host and Senior Research Executive for the Center for Customer-Driven Quality Bruce Belfiore and guest host Dee Buell, senior business consultant with BenchmarkPortal, for the most recent installment of CallTalk. The topic will revolve around a current hot-button issue in call centers: the use of home agents.
Home agents add diversity, flexibility and experience to your workforce, and studies have shown that those working from home are typically more experienced and better educated than the agents of a brick-and-mortar call center. Buell’s experience managing a call center for one of the largest insurance companies in the world makes her uniquely qualified to share her thoughts on how at-home agents can become successful in almost any industry. As with previous episodes this week’s show will be aired without the participation of vendors so topics will be free from influence and guided by listeners.
While the reward of being involved with a conversation as top of mind as this might be enough for some listeners, the first three people to ask questions will receive one free course from our Manager Certification On Demand Courses ($159 value). Winners will have the option to choose from up to 10 certification modules.
During the conversation BenchmarkPortal invites you to ask questions via email at CallTalk@BenchmarkPortal.com, or call in your questions at (347) 857-3117. For more information and to register please visit: www.CallTalk.tv or www.BenchmarkPortal.com
Don’t forget this October 11-14 BenchmarkPortal will be hosting the Call Center Campus Training & Networking Event in Las Vegas. This will be one of the best call center events of the year and offer attendees the ability to participate in one of the most highly sought after management certification courses in the world. Followed by a unique networking opportunity with industry peers that will discuss future trends in the industry as well as best practice methods that are backed by years of research.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Carrie Schmelkin