CCMA Members Forum - How Remote Working Can Revolutionise your Contact Centre

Remote working is transforming the Contact Centre industry, offering increased productivity, access to new talent pools, lower attrition levels and greater flexibility for scaling. Hear from two exceptional Customer Service Leaders who have embraced remote working and gain insights into Smarter Working for your organisation. The Kingsley, Victoria Court, Cork.
February 22nd 2018
 

Location

The Kingsley, Victoria Cross, Cork.

 

The agenda for this breakfast briefing is as follows:                           

8.30 - 9.00 a.m.  Networking
9.00 - 9.30 a.m. 

Contact Centre Smart Working   

           *  Talent Acquisition for home based workers

           *  Employers embracing remote working today
           *  Smart working employee journey

           *  The ROI - impact to staff retention and costs                                                     

9.30 - 10.00 a.m.

The 4 Core Winning Principles for Building a Remote Workforce

           * People - the right profile.
           * Technology - best collaborative tools.
           * Trust - outline and empowerment.
           * Connect - remote interaction. 

10.00 - 10.15 a.m.                                       Homeworking to Hubworking – a New Source of Untapped Talent - Ray O'Connor, Regional Manager, IDA Ireland. 
10.15 - 10.30 a.m.  Q & A 

About the Speakers

John Riordan - Director of Support, Shopify - John has been working with in-house and outsourced remote teams in the US, UK and Ireland since 2003 with companies as diverse as Apple, Virgin Atlantic, AT&T & Disney. In his current role he is based in Cork but manages an Irish team of 200+ customer service staff , 100% remote.

Sue Marshall - CEO Abodoo - Sue has over 20 years contact centre leadership experience across Software, Outsourcing and Online Recruitment. As Regional CEO of SAON in China she initially built a start-up office to headcount of 600 across multiple locations before playing an instrumental part following the acquisition by China HR (Monster). Sue's earliest success was building an outsourced contact centre start-up to revenues of £28 million in just 5 years and was fundamental in the acquisition by Domestic & General. 

 

 

 

 

Reserve a Place at This Event

Unfortunately this event is now fully booked. Please contact Dorothy at 087-2256055 if you would like any further information.