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Game Changers in Remote Working for Enterprise, Contact Centers & Support Functions

Game Changers

Work at home is a mature, market-leading staffing and employee satisfaction strategy that delivers incremental benefits to businesses.

Common returns include:

  • Long-term reductions in capital and operating expenses related to real estate
  • 200% increase in applicant flow
  • 20-40% improvement in employee retention
  • 25% increase in employee satisfaction
  • 25% improvement in attendance
  • 20% increase in productivity
  • 20% improvement in intraday staffing

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Registration fees:
– After December 31: $1495 first attendee. $1395 additional

Case Studies & Benchmarking

200+ leaders from health care, financial services, consumer products, travel, education, professional services, media and government are attending this one-a-year conference

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

Company objectives, widely varying strategies, successes, unforeseen challenges, future plans will be shared by leaders of Fortune 1000 companies who are responsible for the way work gets done within their organizations.

Key Takeaways

  • 2017 State of Remote Working Benchmarking Report – 40 critical measurements.
  • Two days packed with work at home and mobile working best practices.
  • Seven breakout sessions on topics for IT/Security, Virtual Sourcing and Hiring, Virtual Learning, Virtual Performance Management, and Culture/Social Connectivity.
  • Six remote working case studies on innovations in remote work and work at home for contact centers – delivered by industry best leaders.
  • Thought leader panel discussion on next generation work at home – global leaders share their insights on the Future of Work.

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Registration fees:
$1495 first attendee. $1395 additional

Virtual Hiring

  • Digital and social sourcing and hiring
  • Transitioning to long distance and direct hire to home
  • Effective engagement, measuring engagement, cultural connectivity
  • Use of video, chat rooms and enterprise social networks
  • Virtual on-boarding
  • Practical impact on policies and benefits

Performance Management & Engagement

  • Best in class coaching and virtual performance management
  • Preparing managers for virtual leadership
  • Technologies for formal and informal knowledge sharing
  • Virtual team meetings, huddles, and one to one meetings
  • Best practices for engaging remote staff
  • How gamification works for work at home

IT/Security Topics

  • Centralizing the command center
  • VDI vs. VPN
  • BYOD vs. company provided equipment
  • ISP and voice services provisioning
  • ID authentication
  • Network and application access
  • Security and surveillance

Virtual Training and Learning

  • Developing objectives and strategies for virtual learning
  • Best in class design tools
  • Mixes and mediums of virtual new hire training
  • How to run great virtual meetings
  • Competencies of virtual trainers
  • How video and digital learning is changing the game

Flexible Scheduling

  • Clarity on true benefits of work at home staffing
  • Flexible scheduling with split shifts, micro-shifts
  • On-demand and weather emergency staffing

Who Should Attend

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

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

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Registration fees:
$1495 first attendee. $1395 additional

Schedule

Tuesday, March 7, 5pm-7pm Cocktails at the Westin Park Central!

  • Meet your fellow conference attendees
  • Sponsored by Pipkins

Wednesday, March 8, 830am-530pm

  • Four case studies on remote working and work from home
  • Three concurrent benchmarking sessions on Work at Home in Smaller Centers, Running Great Virtual Meetings, and Virtual Performance Management
  • Global leader panel discussion – Future of Work and IT/Equipment/Services Provisioning

Thursday, March 9, 8am-1230pm

  • Two early morning technology demonstration sessions
  • Two additional case studies
  • Three concurrent benchmarking sessions on Best Practices in Coaching and Engagement of Remote Staff, Best Practices in Virtual Learning, Managing Remote Operations in Health Care

Note that Breakout Sessions are Concurrent – Bring Three Attendees from your Company in Order to Attend All Sessions.

Speakers

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Jason Smigel

VP Operations
The Great Courses

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Steve Everts

VP Contact Center
Technologies
Citigroup

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Barry Hoffman

Senior Director IT
Hilton Worldwide

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Mike Tobias

Director of Sales
USAA

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Shannon Behrend

Director of Sales
Esurance

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Jeff Taylor

Sr. Manager
Customer Service
Esurance

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Don Deliz

Group Manager
Intuit

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David Bent

Director Contact Centers
Continuous Improvement
Academic Partnerships

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Keith Dineen

Operations Manger
Kaiser Permanente

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Jean Adams

Reservations Sales
Manager
Hilton Worldwide

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Tracy Cadorine

Coaching Consultant
Coaching Beat

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Michele Rowan

President
Customer Contact Strategies

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Jason Lasure

Manager
The Analyst Group

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Carol Johnson

Program Manager
Capital One

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Amber Weaver

Senior Manager Recruiting
Hilton

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Gina Stamper

Director Customer Service
Express Scripts

Sponsors

Jeff-Furst

Jeff Furst

President
Furst Person

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Bob Webb

SVP Sales
Pipkins

David Parkhurst (1)

David Parkhurst

Key Markets Leader
Sykes

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John Kruper

Chief Learning Officer
TalentSprout

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Paul Noone

President
Hire IQ

Mike McGowen-Noble-Systems

Mike McGowen

Strategic Account Manager
Noble Systems

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George McDonough

VP Client Relations
IntraNext Systems

Manny Ladis (1)

Manny Ladis

Co-founder
Dizzion