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

Game Changers

Remote working 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
  • Millennials view remote working as a high demand benefit
  • 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


Registration fees:
$1495 first attendee, $1395 additional attendees.

Case Studies & Benchmarking

150+ 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

  • 2018 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.


Registration fees:
$1495 first attendee, $1395 additional attendees.

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


Registration fees:
$1495 first attendee, $1395 additional attendees.


Tuesday, March 6, 5pm-6:30pm Cocktails at the Hilton Park Cities!

  • Meet your fellow conference attendees

Wednesday, March 7, 8:30am-5:30pm

  • Four case studies on remote working and work from home
  • Four concurrent benchmarking sessions on Virtual Learning, Virtual Hiring, IT/Architecture/Security, Virtual Performance Management
  • Global leader panel discussion – Future of Work

Thursday, March 8, 8am-12:30pm

  • 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.


Georgia Little round

Georgia Little

Chief Customer Experience Officer
Prime Therapeutics

Stephan Everts - Citigroup

Stephan Everts

VP Contact Center Technologies

Loren Kennedy

VP Human Resources
World Travel Holdings

Robert Jandreau

Director Customer Care
Williams Sonoma

Linda Milone round

Linda Malone

Director Virtual Contact Center

Cindy Zhivotovsky - Senior Director, Alliance Data

Cindy Zhivotovsky

Senior Director
Alliance Data

Brittany Sever

Director Talent Acquisition

Dana Sednek round new

Dana Sednek

Learning Architect

Dan Smitley

Director Workforce Management
World Travel Holdings

Elizabeth Rehr round

Elizabeth Rehr

Training Manager
The Great Courses

Andrew Beam - Work at Home Manager, Alliance Data

Andrew Beam

Work at Home Manager
Alliance Data

Chris Wirth - Hyatt

Chris Wirth

Director Guest Services

Doug Hayko - Hyatt

Doug Hayko

Assistant Director Learning & Development

Shawna Hoelscher - Asurion

Shawna Hoelscher

Director of Operations – Work at Home

Lisa Pacheco - Southern California Edison

Lisa Pacheco

Senior Manager
Southern California Edison

Valerie Woodworth HR Business Parnter Verizon

Valerie Woodworth

Senior Analyst Human Resources

Shauntel Lizzarazo Reservations Director Jet Blue

Shauntel Lizzarazo

Reservations Director
Jet Blue

Danny Cox Customer Care Director Jet Blue

Danny Cox

Customer Care Director
Jet Blue

Michele Rowan

Customer Contact Strategies


Jeff Furst

Furst Person

Bob Webb

SVP Sales

Tom Schollmeyer

Tom Schollmeyer


Jerry Brown

VP Sales
Noble Systems

Manny Ladis

CEO and Founder