An Expert's View: Training and Managing Home Based Agents

Training and managing a home-based work force can be quite challenging, especially for managers new to the concept of a home-based workforce. However, when done properly, the home-based model promotes business continuity, operational efficiency, flexible staffing, and creates a dynamic workforce.

Hear from Sally Hurley, President and Co-Founder of VIPdesk, the pioneer of the virtual call center model, to learn training and managing home-based agents essentials, including:

• How to build a curriculum for remote learning
• How to design or convert an existing training program for remote delivery
• The tools and technology necessary to deliver virtual learning
• The remote training methodology and assessment process
• How to provide ongoing education
• Keys to managing a virtual team
• The tools, team structure and culture to support home-based agents

Brad Herrington, Sr. Solutions Marketing Manager, Interactive Intelligence will hold an interactive conversation with Sally discussing how to get your home-based call center operation on track to deliver increased service levels and sales conversions, and decreased cost per contact.