Webinar took place on JUNE 30, 2021 | 2pm EDT

Striking the Right Balance Between Work-from-Home and In-Center Delivery

ibex / Nearshore Americas Webinar

When should your CX teams come back into the office? What are the key metrics and considerations I need to evaluate in order to determine the right balance of WFH and in-center delivery?
These are some of the key questions we tackled during this special dialogue with FedEx and ibex that took place on June 30th at 2pm EDT. During this discussion, we explored:
  • Best practices using technology to train at-home agents
  • Understanding what a high-performing ‘hybrid’ model looks like
  • The value of Nearshore in recruiting and training
  • Understanding and deploying “conversational CX”
Our session was filled with current case examples and rich dialogue on how to be successful in Nearshore CX environments. If you could not join us, please register to access the recording.

This webinar has already taken place, but you can still register below to access the recording.

SPEAKERS

Chief Sales & Client Services Officer @ibex

Bruce Dawson

Bruce Dawson is ibex's Chief Sales and Client Services Officer, playing a key role in strategically driving record YoY growth through wins of major Blue Chip and New Economy brands, while simultaneously ensuring high-touch, personalized care for ibex's 100+ clients. Prior to ibex, Bruce's expansive BPO experience included leadership roles at TTEC, Sitel Corporation, and Stream Global Services.
Managing Director of Customer Experience & Business Process Outsourcing @FedEx Services

Lex Lannom

Lex Lannom is the Managing Director of Customer Experience and Business Process Outsourcing at FedEx, leading all global BPO activities of over $150M annually. He is responsible for all workforce planning for FedEx Customer Experience spanning over 22 centers and 6000+ team members. Lexbrings over 20 years of leadership in the CX industry.
NSAM

Kirk Laughlin

Kirk Laughlin is Managing Director and Founder of the Nearshore Americas – the widely respected media and advisory group which examines the emergence of Latin America as a global leader in technology services and digital innovation. During the last 11 years, Laughlin emerged as one of the foremost thought-leaders on the expansion of tech-based commercial services and investment in the Americas. Kirk and his team are frequently called on for data analysis, market insights and commentary. Nearshore Americas offers client marketing platforms, advisory services, content and lead generation services, custom events, Latin America-focused trade missions and customized research. Earlier, Laughlin was a vice president and Managing Director at Ziff Davis Enterprise, a global media group, based in New York City. He is based in Connecticut.