When outsourcing, leaders often have concerns over how providers will fit into their contact center culture. Agents are a direct representation of the brand, so their role in delivering a consistent, elevated and comprehensive experience is essential.

Ensuring that your provider meets these standards, then, must be a priority. By setting employee experience standards and building this culture from day one, leaders can enter into a partnership with confidence. 

Fred Kleiman, Vice President of Customer Service at Tennis Channel, shares insights on how he leads with Richard Branson's principle that, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” 

This session will dive into:

• Standards for success with BPO employees
• Strategies for engaging employees and prioritizing more fun
• The journey of outsourcing and establishing culture with external providers