Graham Kingma, VP Customer Experience, The Shopping Channel, Rogers Media

Archived Presentation

Here is your golden opportunity to learn from an expert and ask all of your questions about launching and managing a home-based agent program!  Find out what the benefits are over the long-term and how you can plan in a way that avoids the pitfalls.

Our guest speaker is Graham Kingma, Vice President of Customer Experience at The Shopping Channel - Rogers Media, who launched the company’s home-based agent program four years ago. Learn about their decision making process - the mistakes they made - and the do’s and don’ts of implementing a home-based agent program.  Was it a success?  Find out September 24th!!

Graham joined The Shopping Channel in 2001.  As the Vice-President of Customer Experience, he is responsible for all aspects of customer satisfaction for the Rogers Media division.  Significant projects under his direction include one of Canada’s first voice activated automated ordering systems, a home-based agent program and reduction in turnover from 63% to 11%. Graham is Vice Chair of the Canadian Marketing Association Contact Center Council.  Under his direction, the Shopping Channel won the Contact Centre Employer of Choice Gold Certification.  The company is also the 2008 winner of the Best Medium Contact Centre in the Americas voted by Contact Center World.

Register now to take advantage of this great opportunity!