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Companies Embracing Remote Working

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Industry experts from Concentrix Corporation, Hyatt International and itelBPO share their experiences, learnings and lessons about running successful remote working programs around the world.

Publié dans : Business
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Companies Embracing Remote Working

  1. 1. COMPANIES EMBRACING REMOTE WORKING 3 Industry Experts Discuss Their Wins & Challenges www.dizzion.com
  2. 2. DIZZION.COM | 888.225.2974 | info@dizzion.com • Concentrix Corporation & Remote Working • Hyatt International & Remote Working • itelBPO & Remote Working • Challenge 1: Onboarding & Provisioning • Challenge 2: Security • Challenge 3: Visibility • Final Thoughts and Q&A Attendees will be muted throughout today’s webinar. Use the chat function in the participant console to submit questions and they will be gathered for Q&A portion of the webinar. A recording of this session will be shared with attendees. AGENDA & REMINDERS
  3. 3. DIZZION.COM | 888.225.2974 | info@dizzion.com SPEAKERS Felix Serrano CEO, Americas itelBPO Chris Wirth Director of Guest Services Hyatt Global Contact Center Douglas Berry Sr. Director, Global Work at Home Concentrix Corporation Moderator Manny Ladis VP of Business Development Dizzion
  4. 4. DIZZION.COM | 888.225.2974 | info@dizzion.com • Top 5 Global Business Services Company • Customer Experience, Revenue Generation, Service Optimization • Clients in highly secure, highly regulated industries • 1000+ remote agents across 3 countries • Running a remote program since 2004 HOW IT WORKS AT …
  5. 5. DIZZION.COM | 888.225.2974 | info@dizzion.com • Global contact center • Guest services are handled remotely, including guest care and loyalty program support • Remote agents located in 21 states across the U.S. • ~450 remote agents • Started a small remote working program in 2011 and rapidly scaled in 2015 HOW IT WORKS AT …
  6. 6. DIZZION.COM | 888.225.2974 | info@dizzion.com • Customized contact center solutions • Sales, Customer Service, Collections, Back-Office Processing Services • 5 facilities in 4 onshore and ultra- nearshore locations • ~500 remote agents • Has supported a remote working program for 8 years (originally via Granada Corporation) HOW IT WORKS AT …
  7. 7. DIZZION.COM | 888.225.2974 | info@dizzion.com Onboarding and provisioning remote workers. CHALLENGE Device supply and/or desktop provisioning Onboarding & time to productivity Revoking access after engagement Providing remote workers with a laptop costs an average of $1448
  8. 8. DIZZION.COM | 888.225.2974 | info@dizzion.com Overcoming security concerns with work at home staff. CHALLENGE Bring Your Own Device & endpoint maintenance/patching Meeting compliance requirements Responding to client & customer security concerns Global average cost of a data breach is $3.62 million
  9. 9. DIZZION.COM | 888.225.2974 | info@dizzion.com Visibility into the home environment. CHALLENGE Encouraging & tracking agent engagement Troubleshooting issues Training & coaching 98% of organizations report an hour of downtime costs over $100,000
  10. 10. DIZZION.COM | 888.225.2974 | info@dizzion.com RESOURCES • Advanced Remote Working Strategies Workshops • Upcoming dates in Denver and Laguna Beach • Use the code DIZZION for $100 off registration before July 15, 2018 • Dizzion’s Remote Working Resource Center • Technology Best Practices for Enabling Remote Workers
  11. 11. www.dizzion.com 888-225-2974 info@dizzion.com

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