Home Based Agents - Success Perspectives from Kelly Services

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Presented by

Jonathan Means, SVP Global Practice Leader, Kelly Connect

About this talk

CCNG talks with Jonathan Means, Sr VP & Global Practice Leader at Kelly OCG about rolling out Home Based Agent programs in call centers across the country. How important is the "talent" and how do you find the best / optimal people for a successful HBA program? What about workforce management tools for HBA's? And finally what are the lessons learned from call center operators that have implemented HBA programs? View this webcast and visit the Kelly Connect portal on CCNG.com (http://www.ccng.com/i4a/pages/index.cfm?pageID=4665) for more info about HBA programs and the CCNG events where these topics will be discussed...including the upcoming event at Cox Communications Phoenix call center operation, see link to events on CCNG.com.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.