august 2020

tue18aug12:45 amCCW At Home Workshops
Business Continuity Planning
Customer Contact Week

Event Details

Please join Susan Preziosa, VP Client Service at H&R Block and Scott Flewelling, VP at COPC Inc. for a Round Table discussion at Contact Center Week At Home:

Business Continuity Planning
How to Manage Seasonal Staffing & Operational Fluctuations in the Contact Center


H&R Block has a seasonal business which requires the addition of thousands of contact center agents on an annual basis, primarily from outsourced partners. The company was not sure that it had the best contracts, metrics and payment models in place with these partners in order to drive H&R Block’s business objectives at the lowest possible cost.

In this session, we’ll present how we partnered to meet this challenge through the issuance of an RFP based upon the COPC Customer Experience (CX) Standard for VMOs, training of H&R Block staff in Best Practices in Vendor Management, assessment and selection of partners, and assistance with internal H&R Block practices to improve the CX Experience.

This will be an exciting case study for organizations that outsource but struggle to know if they are really getting the best performance possible.


COPC Inc. Contact:

James Cammareri


(Tuesday) 12:45 am EDT