Virtual Agents – Ideas for Implementing a Home Based Support Center
Join host BenchmarkPortal CEO Bruce Belfiore
and guest host Jesse Hoobler, as they discuss virtual agents. We will be
discussing the reasons why support organizations choose to go virtual,
advantages to leverage, roadblocks to avoid, and some lessons learned
from out in the field.
Listen Now On Demand
Guest Host: Jesse Hoobler, Director, Worldwide Software Support
Jesse Hoobler is
the Director of Worldwide Software Support at Pitney Bowes Inc., a
$4.9-billion company that provides technology solutions for small,
mid-size and large firms that help them connect with customers to build
loyalty and grow revenue.While at Pitney Bowes, Jesse has been on a five
year journey to transform the support organization into an
award-winning business service, driving excellence through customer
experience. By focusing on customer adoption and realized value, his
support organization has seen dramatic improvement in customer
satisfaction and loyalty. Prior to joining Pitney Bowes, Jesse led the
support organization at Chronicle Technologies, an industry leader in
management software for the restoration and construction industry.
During his tenure, Jesse virtualized Chronicle’s support center, cutting
costs and driving efficiency gains through a 100% work-from-home agent
model. Jesse holds a Masters in Computer Science from The College of
Saint Rose.
About CallTalk™
Broadcast monthly, directly over the Internet
to your desktop, CallTalk™ covers informative and educational topics
that impact today's call center. This show is hosted by Bruce Belfiore,
CEO of BenchmarkPortal. It is aired without the participation of vendor
sponsorship, so that topics are free from their influence and guided
solely by the needs of our listeners.
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