Newsletter                                                                                     November 2009

Wednesday November 25 th, 2009

“Agent at Home”

The “Agent at Home Program (AAH)” is an Accenture initiative designed to make use of home-based agents connected through broadband access, call routing systems and computer technology to produce a virtual help desk. Sometimes known in the Help Desk or Contact Center industry as ‘home-shoring, many North American organizations been using home based agents for several years now.  The AAH program will provide an opportunity to reduce operational costs by lowering facility related costs and providing a reduction in Service Desk specific tools (call routing, ACD, monitoring, etc). Staffing related costs such as agent retention, training and attendance will also be reduced by an estimated 35%.

Roberto Perocchio (Rob) a Manager with over 15 years of experience with special project or group management activities as well as multilingual qualifications (fluent English, French and Italian). Rob has spent the past 10 years working within the technology support or help desk operations sector. He has experience working with federal institutions, large corporations, and small business. Rob is actively involved in Operational Leadership with an emphasis on productivity, supervision, coaching and mentoring of over 50 individuals. Rob currently manages the Accenture Infrastructure Outsourcing Ottawa Service Desk, part of their North American Delivery Center Organization.

Theme:

  “Agent at Home”  

Date:

  Wednesday November 25 th, 2009

Registration:

  7:30 to 8:00 am

Breakfast:

  7:30 to 8:00 am

Presentation:

  8:00 to 9:30 am

Place:

  Robert Half - 5th floor - 520

  360 Albert St, (Just above the Baton Rouge Restaurant)

  Parking available around the corner. Place event in Outlook

Cost: Members:

  Free

Non -members:

  $10.00