Michael DeSalles Strategic Analyst, Contact Centers Frost & Sullivan Mr. DeSalles will discuss the drivers, trends and economic forces >>More Jill Blankenship President Frontline Call Center Tom Milligan Regional Director UCN All registrants will receive a copy of Frost & Sullivan's Custom Whitepaper titled The New Mantra: “The Agent is King”

Consider this; the future success of contact centers worldwide, hinges on agent care…yes, agent care. Of course the customer is king, but perhaps it’s time to crown 2009 as the ‘year of the remote and home agent’. The demographic profile for home agents indicates a higher level of education and maturity combined with excellent sales/service experience. Research shows that home agent deployments can deliver: Improved KPIs and higher levels of first call resolution  (FCR) Reduced agent training time Lower agent turnover and higher sales conversions The ability to quickly scale up or down for seasonal volumes Better disaster recovery planning and execution Join us as we take a look inside Frontline Call Center to see how employing hosted technology, new agent optimization tools and best practices, has been key to empowering and motivating its most valuable company resource – the agents. Learn how to successfully deploy and manage a work-at-home agent workforce in a way that’s affordable, secure and easy to administer. Discover how to: Recruit, hire, train and retain at-home agents Easily set up agents in a multi-site deployment with back office integration Monitor remote agent activities and conversations Take maximum advantage of Best-in-class agent performance tools Accurately measure customer satisfaction levels for home agents   Click Here to Register and join Frost & Sullivan and leading industry experts as we take a deeper look at how you can easily set up at home agents with success.  Share and exchange your experience and viewpoints with our panel of experts during our live interactive Q&A following the presentation.