1. The document discusses how contact centers can establish or re-establish their value in the current economic environment through the use of at-home agents and social media strategies. At-home agents can increase efficiency while improving customer satisfaction and engagement. Social media allows for more customer touchpoints and proactive communication to enhance the customer experience. However, both require addressing barriers such as control, isolation, and clearly defining objectives to realize benefits like increased revenue and customer loyalty.

1. CCNG and First Citizens Bank Round Table Event “Creating Your Contact Center's Value Proposition in the Evolving Economic Environment : Social Media: Its Impact on Your Value Proposition Remote Agents: Increasing Efficiency and Effectiveness August 30, 2011 Anne Ivey Slough Head of the Sales and Service Practices [email_address] 919.779.0003 Copyright ©2009 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452

6. Our Value Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY

12. Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY At-Home Agents

13. What are the barriers to an At-Home Agent strategy? Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY

15. What are the benefits to an At-Home Agent Strategy? Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY

16. At-Home Agent Benefits (1) Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY 1. The Work AT-Home Agent Model for Improved Customer Loyalty, inContact, by UCN , The Telework Connection 91% 78% 76% 68% 68% 67% 55%

23. SOCIAL MEDIA Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY

25. Who’s Driving Social Media? Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY Over ½ of the world’s population is under the age of 30. They do not remember the world without the internet.

26. What are the barriers to implementing a social media strategy? Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY

28. What are the benefits of deploying a social media strategy? Copyright ©2009 LSA Global All Rights Reserved. CONFIDENTIAL. FOR INTERNAL USE ONLY

30. CCNG & First Citizens Bank Round Table Event “Creating Your Contact Center's Value Proposition in the Evolving Economic Environment : Social Media: Its Impact on Your Value Proposition Remote Agents: Increasing Efficiency and Effectiveness Anne Ivey Slough Head of the Sales and Service Practices [email_address] 919.779.0003 Copyright ©2009 LSA Global All Rights Reserved. www.LSAGlobal.com 800.889.6452