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The Future Workforce is Now: Strategies, Challenges & Data Behind Deploying Remote Agents

00:56:00

Dec 5, 2018 10:44 AM Pacific Time (US and Canada)

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Speakers

Laurie Simpter
Senior Manager, Customer Relations @Pier 1 Imports
Laurie is an experienced professional who has always had a passion for the Retail industry. With over 35 years of retail experience and 17 years with Pier 1 Imports, she has worn many hats throughout her career and has utilized her broad experience to create a strategic vision for her team and drive for results. Her belief that customers are the centricity of all successful organizations has inspired her to lead with her heart and empower her employees to share their passion for the company and products with customers, while leveraging technology and improved processes to deliver strong financial results. As the Sr. Manager of Customer Relations, Laurie has successfully lead the effort to upgrade legacy technology, transition the Contact Center to over 80% work-from-home, improve service levels, drastically shrink turnover, and reduce payroll expenses.
Jon Brown
VP, Client Results @Liveops
As Vice President of Client Results at Liveops, Jon has a deep commitment to both clients and agents. In the large mix of industries and enterprises Liveops serves, Jon is committed to strategic and engaged partnerships when understanding the complexity and goals associated with customer care and guiding success.