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Innovations in Remote Working for Enterprise, Contact Centers & Support Functions

Game Changers

Remote working is the #1 highest ranking new benefit being offered by businesses in 2014.  It has expanded by 79% between 2009-2013.

Enterprise social networks, collaboration platforms, video, unified communications, instant messaging, and gamification are making remote working better than ever, and driving efficiencies for remote workers and office-based employees alike.

The game changers on the business side include growth without expensive real estate, consistently higher productivity, lower absenteeism, and off-the-charts employee satisfaction and retention.

A recent survey of 300+ knowledge workers who worked from home for at least part of their workweek delivered the following results:

  • 82% reduced stress
  • 80% increased morale
  • 70% more productive
  • 69% fewer absences

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$1495 first attendee $1295 additional attendees

Insights & Connections

200+ leaders from healthcare, financial services, consumer products, travel, education and professional services are attending this once a year conference.

The laser focus for two days is remote work – work at home for contact centers & support functions and mobile work for the enterprise.

Objectives, strategies, tactical wins and failures, key learnings, forward visioning – will be shared by leaders of Fortune 1000 companies who are responsible for the way work gets done within their business units, and in some cases, across their vast enterprises.

Case studies, smaller breakout sessions for benchmarking, and plenty of time for making new connections – will fuel your two day investment and send you home with fresh insights, new game plans and high caliber connections to back them up.

What you Get

  • 2015 State of Remote Working Benchmarking Report – 35 critical measurements.
  • Two days packed with work at home and mobile working best practices, wins and key challenges.
  • Seven breakout sessions on topics for IT/Security Virtual Learning, Virtual Sourcing and Hiring, and Virtual Performance Support.
  • Six remote working case studies on innovations for contact centers at home, support functions at home, and enterprise mobile working.
  • 12 technology products/services that will take your remote program to the next level

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$1495 first attendee $1295 additional attendees

Contact Center/Back Office Topics

  • HIPAA and PCI compliance
  • Equipment, furniture and services provisioning
  • Flexible and micro-shift scheduling
  • Virtual sourcing and hiring on scale
  • Design and delivery of virtual training
  • Cultural shifts, practical impacts on policies and benefits
  • Innovative technologies and best practices

Enterprise Mobility Topics

  • Supporting road warriors, telecommuters, and office employees
  • Competencies for managers of virtual teams
  • Innovations in virtual training & performance support
  • Next generation office environments
  • Best in class collaboration platforms
  • Verifying work outputs for remote employees
  • Moving in house people home

Who Should Attend

Stakeholders responsible for the way work gets done within the function or enterprise at the VP, Director or Senior Manager level:

  • Strategic Planning
  • IT/Telecom Leaders
  • Operations
  • Performance Support
  • Work Force Managers
  • Learning & Development
  • Human Resources Leaders
  • Heads of Telecommuting Offices

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$1495 first attendee $1295 additional attendees

Schedule

Tuesday, February 17 500pm-700pm Cocktails at the Westin Galleria!

  • Meet your conference colleagues
  • Start making those meaningful contacts
  • Sponsored by Pipkins

Wednesday, February 18 830am-530pm Main Conference & Breakouts

  • Four case studies on remote working and work from home
  • Four benchmarking sessions on IT, HR, Virtual Training, Virtual Performance Management
  • Outsourcing vs. Insourcing:  A panel discussion

530pm-700pm Cocktails by Pipkins

Thursday, February 19 730am-1230pm Main Conference & Breakouts

  • 730am – Four early morning product demonstrations from industry leaders
  • 830am – main sessions, including two additional case studies and
  • Three additional benchmarking sessions led by industry leaders on high priority topics

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Speakers

karen kelly4Karen Kelly Workforce Mobility Consultant BCBS of Massachusetts

Karen’s team provides strategic leadership & corporate oversight for the enterprise-wide mobility program, currently undergoing material expansion.


Sara Batten finalSara Batten Director Customer Service Egencia, an Expedia Company

Sara develops and manages highly specialized customer service teams across North America, the majority of which are virtual.


TamaraDoanTamara Doan Director IT Operations McKesson

Tamara’s team designed & deployed the IT architecture supporting 650+ remote nurses across the US.


Brittany SeverBrittany Sever Director Talent Acquisition Marketing Teletech

Brittany’s team will source and hire 10,000+ contact center employees in the US in 2014, 70% of which are home-based.


Robin NordykeRobin Nordyke Process Consultant Progressive Insurance

Robin currently manages the contact center virtual environment for Progressive, which has 1200+ current representatives and is expanding.


Greg Clopton2Greg Clopton Operations & IT Director Williams Sonoma

Greg leads the company’s IT and Operations teams for US and Canada customer care, including expansion of the company’s work at home initiative.


rowan 2Michele Rowan President Customer Contact Strategies

Michele helps companies develop & continuously improve their remote working programs through custom consulting & training, thought leader conferences, & executive search.


Gunnar Schrah (2)Gunnar Schrah, Ph.D. Director Talent Intelligence Teletech

Gunnar’s team develops assessment tools for selection and talent development that are utilized across the company’s global platform of 50,000+ employees.


Stacie-Small-American-Express-TLSStacie Small Senior Manager US Learning Delivery American Express

Stacie’s team leads the new hire on-boarding and training experience from end to end, which is in the process of transitioning to an entirely virtual experience.


Angela-KlattAngela Klatt Operations Manager Kaiser Permanente

Angela manages the remote working program for the company’s contact center organization, which currently constitutes 25% of the company’s Denver population, and is expanding.


mike-blessumMike Blessum Director Operations Support MLT Vacations

Mike leads MLT’s operations development and support team, which includes flexible & micro-shift scheduling for remote teams.


valerie-woodworthValerie Woodworth Senior Analyst Human Resources Verizon

Valerie supports the company’s expanding remote working program for contact centers and enterprise employees, and is a key contributor to policy and business process development.


susan-lovegrnSusan Lovegren Senior VP Human Resources Plantronics

Susan is instrumental in the company’s transformation to “Smarter Working”, which includes a facilities overhaul, re-engineered business processes and technologies, and workplace policies to support the ethos.


david-hallerDavid Haller Vice President West at Home

David’s group manages a network of 7,000 virtual agents on the West@Home platform. He has 25+ years of contact center experience.


tracy-cadorineTracy Cadorine Senior Manager Learning Hilton Worldwide

Tracy leads all phases of learning strategy for Hilton Reservations & Care contact centers around the globe.


Jim Farnsworth EVP Professional Services Teleperformance

With 10+ years of work at home and workplace mobility experience, Jim leads the company’s global consulting and professional services organization.


Mary Murcott President, The Customer Experience Institute,
DialogueDirect

With 20+ years of contact center experience at the executive level, Mary leads sales & service business transformation for the company.

 

Technology Experts

Patrick BotzPatrick Botz VP Workforce Optimization VPI

Patrick helps companies maximize productivity through introduction of groundbreaking technologies and business processes.

VPI logo


larry schwartzLarry Schwartz President and CEO Workflex Solutions

Larry’s group brings intelligent intraday automation to businesses’ contact center organizations with enterprise grade software for in-house and virtual workers.

Larry Schwartz Workflex Solutions logo


king white 2King White President Site Selection Group LLC

King’s organization provides comprehensive global location and economic incentive strategies to corporations and communities.

King White Site Selection Group


bob webbBob Webb SVP Sales Pipkins

Pipkins develops world-class contact center software, including a suite designed specifically for flexible, remote and mobile working.

Bob Webb Pipkins


kristin-thomasKristin Thomas Director of Employer Outreach FlexJobs

FlexJobs is the leading online service for professionals seeking remote, flexible, part-time, and freelance jobs with 16,000+ job listings in 50+ categories.

Flexjobs


Kevin-HegebarthKevin Hegebarth SVP Marketing Hire IQ 

Hire IQ is one of the industry’s leading digital interviewing tools for contact centers, support functions and retailers.  Hire IQ utilized trademarked technology and custom analytics to drive hiring outcomes.

HIreIQ


Jeff FurstJeff Furst
President
Furst Person 

Furst Person provides industry-leading assessment, selection and predictive analytics tools to a wide range of industries.

Furst-Person-logo


Karina HowellKarina Howell
Solutions Marketing Manager
Interactive Intelligence

Karina has 15+ years of contact center and analyst experience, with specialization on contact center architecture

Interactive Intelligence


Kyle Harteker End User Solutions Specialist VMware

Kyle is an end user specialist on VMWare’s America End User Computing Team and prior, spent 12 years with a national BPO.

VMware


Dan ArntzDan Arntz
Senior Vice President
West Corporation

Dan has 20+ years of global customer care solutions experience and specializes in helping custoemrs integrate channel experiences via the West platform of services.

West Corporation