Webinar - Download Now!

With today’s unprecedented environment, working from home has become a top solution to adhere to social distancing. Most organizations are in the process of finding the best way to support some or all of their CX teams at home. 

Tune in to learn how to successfully launch a work at home program and sustain your CX team. 

In this webinar, you will learn:

  • Tips and best practices for creating a mature and scalable program

  • Lessons learned from transitioning our brick &mortar agents to working at home globally during COVID-19 

  • Build a virtual team culture – recruiting, hiring, training and fostering in 100% virtual environment 

  • Best practices for monitoring performance

  • Communication strategies to stay engaged and keep CX agents motivated 

  • Creating a secure environment for customer data

Meet Our Speakers

Marco Colaiacovo
Work-at-Home Leader
HGS

Marco is responsible for developing and growing the HGS Work@Home Solution. Working with all stakeholder groups, Marco drives innovation and direction to facilitate continual improvement. Over a 20+ year career in the Contact Centre sector, Marco has collaborated with both internal and external partners to create and deliver an environment that produces world class service. Marco works out of his home office based in Dartmouth, Nova Scotia and also serves as President of Contact Centre Association of Nova Scotia.


Chad McDaniel
President
Execs In The Know

Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. 

Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.

 

About Our Expert Partner: HGS

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology powered services in automation, analytics and digital with domain expertise focusing on back office processing and contact centers solutions to deliver transformational impact to clients. HGS takes a true “globally local” approach, with over 38,872 employees across 61 delivery centers in seven countries making a difference to some of the world’s leading brands across nine key verticals.

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