October 4, 2017

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, and its executives will lead a roundtable session on outsourcing best practices at this year’s 13th Annual Customer Contact West, 2017: A Frost & Sullivan Executive MindXchange, October 15-18 in Huntington Beach, CA.

During the session, Needs Assessment: Partnering with and Managing Outsource Providers, VP of Marketing Brian Kearney, will guide attendees through exercises to evaluate how companies can obtain high-quality results on a consistent basis, while reducing rick, lowering costs, and driving business value for their organizations.

Continue reading...

April 3, 2017

Frost and Sullivan CCEast Event SlideQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will lead an interactive session addressing the human side of customer management during this year’s Customer Contact East 2017, a Frost & Sullivan Executive MindXchange event to be held on April 23-26 in Orlando, Florida.

The breakout session, The Human Side of Customer Management: Caring for the Customer as a Person, is a 60-minute exploration into how contact centers care for customers as real people, adding the human factor into every interaction. Kristi Walsh, Senior Vice President of Client Relations at Qualfon, will facilitate the discussion, sharing lessons learned and best practices for creating meaningful exchanges with each person. The session will be held Monday, April 24th at 10:20 AM Eastern.

Key Take-Aways:

  • Guide to understanding the customer perspective
  • Techniques for building an agent-empowered environment and instilling empathy throughout your organization
  • Tools for providing a multi-channel and individualized experience that serves personal needs

Continue reading...

September 19, 2016

frost-and-sullivan-west-eventQualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, will explore best practices in employee investment strategies during a think tank session at this year’s 12th Annual Customer Contact West, 2016: A Frost & Sullivan Executive MindXchange, October 23-26 in Tucson, Arizona.

During the session, Helping Employees Reach their Full Potential at Work and in Life: What’s Good for People is Good for Business, Qualfon CEO Mike Marrow will lead an interactive discussion to explore not only how companies invest in people, but how they transform those investments into business success.

Key take-aways include:

  • Best practices for being a people-first organization while focusing on your data-driven business
  • Proven business approaches that empower both people and performance
  • Programs and techniques to help people reach their potential, both inside and outside the office

Continue reading...

September 28, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, will explore best practices in employee loyalty during a fireside chat session at this year’s 11th Annual Customer Contact West, 2015: A Frost & Sullivan Executive MindXchange, October 18-21 in San Diego, California.Frost Sullivan slide2

“A lack of employee engagement is often to blame for the high agent attrition rates that can be found in contact centers all around the world,” said Mike Marrow, CEO, Qualfon. “In this session, we will discuss techniques that can help companies connect to the heart of their employees and boost both loyalty and performance. Qualfon is leading the contact center industry in employee loyalty and tenure, and we are happy to share some of the lessons we have learned.”

Continue reading...

April 13, 2015

Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, will share its experience and expertise in employee engagement as it leads a roundtable discussion at this year’s 11th Annual Customer Contact East, 2015: A Frost & Sullivan Executive MindXchange event on April 12-15 in Ponte Vedra Beach, Florida.Frost and Sullivan Slideshow

“As a BPO company that achieves employee retention and tenure rates that are two times higher than the industry average, Qualfon has developed proven engagement strategies that can be applied to any organization. We’re excited to share our knowledge on how to support employees’ personal purpose in life while also instilling a continuous sense of corporate mission, right down to the entry-level and frontline staff,” said John Yanez, COO at Qualfon.

John Yanez and Qualfon CEO, Mike Marrow, will facilitate Qualfon’s roundtable session, Increasing Employee Engagement: A Purpose-Driven Loyalty Strategy, and will guide the discovery process which is designed to identify powerful loyalty strategies and help companies connect with employees in ways that increase both engagement and tenure.

Key takeaways from the roundtable session include:

  • Engagement drivers that impact employees at work and beyond
  • Approaches that start with the employee in mind—rather than the company
  • Best practices for designing programs that serve people and their purpose in life
  • Ways to create a shared purpose between employees and companies
  • Tips for triggering loyalty in centers of excellence

Additional employee engagement experts from Qualfon’s executive team will attend the event to build relationships, exchange ideas and share best practices for the outsourcing industry. At the exhibit hall, Qualfon will also distribute a white paper on how to increase employee retention in the contact center environment.

Participants can save $500 off registration by using Qualfon’s preferred pricing code: q500

Learn more about the Frost & Sullivan event and register at http://www.frost.com/ccs

About Qualfon

Qualfon is a people-driven business process outsourcing (BPO) company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have 11,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., Mexico, and China. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people, and in return, they take better care of you and your customers. Qualfon’s employee retention is twice the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.

Continue reading...