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Virtual Agents - Implementing a Home Based Support Center

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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.

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.

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