Webinar Recording: Key Components of Successful BPO Partner Management in 2020 | October 6, 2020

Video

This panel of leaders who oversee large scale domestic and international outsourcing will share their insights on how they have navigated BPO Partner relationships during a volatile 2020 and the lessons learned that will influence the Next Normal.

Our panelists will host an interactive session sharing how their BPO Partnerships evolved across an array of situations including Work from Home and Brick and Mortar during a global pandemic. Hear how these companies had to pivot to ensure customers were serviced, teams were kept safe, culture was reinforced and volume was managed across a myriad of government regulations and local challenges. Learn about the financial and organizational impact of new process and policy that will change the future of BPO service delivery.

Speakers:

Lori Fentem leads global third party customer support operations and strategy within the fast growth world of industry disruptor Ring, which is owned by Amazon. She is charged with ensuring that contact center partners deliver on Ring’s mission of keeping neighborhoods safe while consistency raising the bar for customer obsession. Lori has more than 30 years of experience in various aspects of CX leadership and contact center operations with a long career in the BPO space including founding and running boutique BPO provider, Synergy Solutions. Lori has been recognized with numerous awards for her contribution to the industry, including the PACE Fulcrum Award, and has been featured in numerous media sources and speaking engagements. Lori currently serves as the Chairwoman of the National Board of Directors for PACE – the only non-profit trade association dedicated to the contact center industry.

Corey Conklin is the Vice President of Customer Care for Shutterfly. In this role he is responsible for bringing to life Shutterfly’s mission to deepen personal connections with unique and personalized photo products. Corey is responsible for the overall service delivery to customers across all of Shutterfly’s brands and his teams deliver this service via the phone, chat, email, and web. Corey drives customer service delivery through a network of internal contact centers as well as outsourced partners and handles over 5MM customer contacts annually in six countries. He is responsible for bringing best practices to life in a highly seasonal contact environment and has successfully implemented emerging technology to streamline operations and improve the customer experience. Corey has vast experience in the contact center prior to joining Shutterfly in 2012 and has over two decades of Operations leadership roles for BPOs. He was the co-founder of BPO Synergy Solutions where he was recognized as a finalist for the Ernst & Young Entrepreneur of the Year Award.

Jeff Myers began his career in the call center industry in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included time in roles spanning from Floor Management to Call Center Director and Global Quality Assurance oversight. Following his first eight years in Operations, Jeff spent 10 years in the Omnicom family in both the US and The UK/Europe with responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the Vice President and General Manager, Customer Care for SiriusXM Satellite Radio with Inbound and Outbound Call Center Sales activity that includes partnerships with 14 BPO organizations representing 40 individual call center locations.

Nick Jiwa’s career started humbly in 1986 as a call center agent in the very early days of the industry. What started as a “job” ignited his true passion for people and customer experience, which led to a life-long career in the call center and BPO industry. Two decades of executive industry leadership taught Nick the pain points of outsourcing which inspired him to create CustomerServ in 2006—a matchmaking ecosystem and outsourcing thought leader, reinventing the way companies find, select and retain the right call center and BPO vendor partners. Nick resides in Houston, TX and is a proud father and husband. His first language was Swahili, he’s a WWII buff, vintage collector, soccer fanatic, 80s music nut and he’s never had trouble with his TPS reports. He fields his passion for life into his family, community and advocacy work. The City University of New York (CUNY) is proud to call Nick a graduate with a Bachelor’s in Business Administration and a minor in Art History.

Moderator:

John Stanovcak, Sales Director for Customer Communication Management, CSG