COVID-19 has forced the Customer Service Industry to rethink business models, placing Work At Home programs at the forefront. This on-demand webinar will teach you tips and best practices for "How To Successfully Launch a Work at Home Program".
In this webinar, you will learn how to:
- Source and select your work at home team
- Onboard virtually
- Build Team Culture – hiring, training and supporting a team without ever shaking their hand
- Implement flexible scheduling
- Choose the best technology
- Create a secure environment for customer data
- Monitor performance and quality remotely
- Scale your Work at Home program
Marco Colaiacovo
Work@Home Go To Market Lead, HGS
Marco is responsible for implementing and executing the HGS Work@Home program in North America. Liaising with stakeholder groups representing the entire employee lifecycle has enabled Marco to lead continual improvement innovations to impact CSAT, ESAT, and process efficiencies. Marco has been in the BPO industry for over 20 years and has held leadership roles in disciplines ranging from operations to client services to business excellence. Marco is also President of the Contact Centre Association of Nova Scotia, an industry association representing ~15,000 industry professionals.