How do contact centers, collections teams, and financial institutions actually thrive in remote environments, not just survive them?

In this session of Thriving in Remote, host Mike Gibb is joined by:

John F. — CEO, American Coradius International LLC
Tim Haag — President/CEO, State Collection Service, Inc.
Ray Dziubla — CEO, iTX Companies
Peter Sorrentino — President, Freestyle Telecom Technologies
Maxime Cote-Tremblay — VP Operations, Foundever
Jason Hiland — CRO, CollaborationRoom.ai

Together, they break down what it really takes to lead high-performing remote teams across contact centers, collections, and financial services. The conversation covers remote leadership, agent engagement, performance management, compliance, security, coaching, hiring, culture, turnover, internet reliability, and business continuity. Those are the exact themes set up in the webinar introduction and then explored through the panel discussion and audience Q&A.

You’ll hear why remote work requires a new management playbook, why engagement matters more than simple visibility, why Teams and Zoom alone are not enough for contact center operations, and how strong remote organizations moved from managing attendance to managing activity and performance. The panel also explains why remote is no longer a temporary adjustment. It is an operating model.

The webinar also includes a live walkthrough of CollaborationRoom.ai, a patented platform built to help contact centers manage, train, coach, and support remote and hybrid agents with continuous visibility, live coaching, security tools, and compliance features. In the demo, Jason shows supervisor rooms, multi-monitor visibility, hand raises, private coaching, mobile phone detection, second-person detection, clean desk visibility, and the platform’s support-first approach.

You’ll also hear real audience questions answered live, including:

How to get employees comfortable being on camera
Which tools remote leaders cannot live without
How to handle weather events, outages, and internet reliability
What changes in turnover rates happen after going remote
What to do when two employees work from the same remote location

If you lead a contact center, BPO, collections team, CX operation, or remote workforce, this webinar is packed with practical insight on building stronger remote teams with better coaching, better communication, better compliance, and better performance. One of the clearest proof points in the webinar is a reported drop in agent attrition from around 60% in 2022 to about 19% in 2025 after improving hiring, training, engagement, and remote operating structure.

Topics covered
remote contact center management, remote workforce management, call center compliance, agent engagement, remote coaching, virtual supervision, contact center productivity, business continuity, work from home operations, collections leadership, hybrid contact center operations, call center security, remote training, employee retention, performance management