Webcast:
Great news- your customer numbers are increasing every day, but what is also increasing is the demand that has been placed on your customer contact centers- they're taking more calls than they have the ability to. Senior Management is ready to open a new call center to service and sustain the growth. Critical factors have to be considered-including infrastructure, culture, talent pool and government support.
Join us for a case-study webcast on how Wachovia, one of the largest and most respected financial institutions in the U.S., successfully selected and staffed a new call center. It's a riveting story of earning "a seat at the table," covert operations, cross-country flights and hundreds of loyal hires- resulting in the creation of a top-performing and highly-regarded contact center built from the ground up. Most importantly, it's a story of how, given every variable, the right talent is paramount to success in any endeavor.
Presenters
Andrea joined First Union/Wachovia in 1998 as the Team Leader for then First Union's temporary and contract firm, FirstPlaceIT. Andrea'aformer work in the Financial Services contract agency industry provided her with unique skills to propel the Technical Division of FirstPlaceto unprecedented revenue growth. In 2002, Andrea assumed responsibility as the Recruiting Managerfor Wachovia's Corporate Businesses. Corporate Businesses is a unique and eclectic blend of primarily staff functions within the bank that serve as the engine to support the revenue generating divisions. Andrea began her career with EDS as the Operations Manager for EDS's inaugural marketing center at the InfomartBuilding in Dallas, Texas. Andrea is a native of Michigan and a graduate from Central Michigan University with a Degree in Marketing.
