Session Information
User Group
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Home Agent Focus Group
Track
:
600 - Contact Center
Program Code:
635
Date:
Thursday, April 22, 2010
Time:
9:15 AM to 10:15 AM
EST
Room:
503
PRESENTER
(S):
Kay Phelps, Senior Manager, AVAYA
Mike Harwell, Product Manager, Avaya
LEARNER OUTCOMES:
Whether you’re considering a Home Agent program in your company, or have already implemented one, this focus group is for you! If you’re in the research stage, this forum gives you the opportunity to ask questions that are top of mind: What obstacles did you encounter? What was your ROI? Did you use VoIP? What does your company supply, and what do you expect agents to provide? Has agent retention improved? Are home agents’ quality scores equivalent or higher? On the other hand, if you’ve already implemented your program, you can share your expertise with other user group members. What steps did your company take to roll out Home Agents? If you could start over, what would you do differently? You can share your lessons learned, and help others benefit from your experience.
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