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

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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

  • 2019 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 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 to transition from the classroom to virtual

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 attendees.

Schedule

Monday, March 4, 5pm-6:30pm Cocktails at the Hilton Park Cities!

  • Meet your fellow conference attendees

Tuesday, March 5, 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

Wednesday, March 6, 8am-12:30pm

  • Two early morning technology demonstration sessions
  • Two additional case studies
  • Three concurrent benchmarking sessions on Scaling a Work at Home Program – Lessons Learned, How to Transition from the Classroom to Virtual Learning, HR Policies and Key Considerations for Implementing Telecommuting for Contact Centers and Enterprise Workers.

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

Speakers

Charlie Falco - Verizon

Charlie Falco

Vice President Customer Service
Verizon Wireless

Shannon Clark bcbs of tn

Shannon Clark

Principal Consultant Telecommuting
BCBS of TN

Kevin Babb american cancer society

Kevin Babb

Vice President Customer Care
American Cancer Society

Shannon Wood royal bank of canada

Shannon Wood

Centre Director
Royal Bank of Canada

Doug Ward

Vice President Customer Care
Comcast

keith brender academic partnerships

Keith Brender

Vice President Retention Services
Academic Partnerships

Kaye McRay Director, Service Delivery Digital Workplace Technology American Express

Kay McRay

Director Service Delivery, Technology
American Express

Shauntel Lizzarazo

Director
Jet Blue

Michele Rowan

President
Customer Contact Strategies

Tiffany MacDonald Director Talent Onboarding Unum/Colonial Life

Tiffany McDonald

Director Talent Onboarding
Unum

Dan Smitley

Director Workforce Management
World Travel Holdings

Eduardo Garcia, Alternative Worksite Program Manager, Best Western

Eduardo Garcia

Alternative Worksite Program Manager
Best Western

Johnny Velasquez Medtronic

Johnny Vasquez

Senior Manager
Medtronic

Mike Riggs Verizon Wireless

Mike Riggs

Director Customer Service
Verizon Wireless

Angie Pease Hagerty Insurance

Angela Pease

Senior Manager
Hagerty Insurance

Amy.Klitzke-Target

Amy Klitzke

Senior Manager, Customer Experience
Target

nancy-wagner-cardinal-health

Nancy Wagner

Senior Consultant Strategy
Cardinal Health

Sponsors

Jeff Furst

President
Furst Person

Image of Melissa Pollock with AmplifAI

Melissa Pollock

Customer Success Officer
AmplifAI

Image of Alan Hubbard with NTI

Alan Hubbard

Chief Operating Officer
NTI

Manny Ladis

CEO and Founder
Dizzion

Jerry Brown

VP Sales
Noble Systems