Home working is one of the top three priorities for most Fortune 500 companies. More than 63 million Americans will telecommute by 2016.
Customer contacts, mid and back office processing, and a vast array of support positions are included in current organizational home working strategies.
Why? Real estate right-sizing. Unprecedented employee satisfaction. Expansive talent pools that propel the customer experience. Retention and efficiency gains that materially reduce costs. And the wins just keep coming.
200+ leaders from financial services, healthcare, consumer products, travel, utilities and professional services are gathering to learn from industry subject matter experts and benchmark with each other. Innovators share their stories, some with years of experience behind them, some who have just stepped into the game - all with interesting insights that can’t be overlooked.
Customer care (voice and non-voice) mid and back office support, technology and security, supervision, quality, learning, and human resources functions are well represented. Virtual hiring and training, flexible scheduling, performance management, knowledge transfer and cultural connectivity are on the agenda.
Seven comprehensive case studies over two days from important US/Global brand leaders. They share their home working vision, objectives, strategies, and key learnings. Security, innovative staffing, performance management, knowledge transfer and cultural connectivity are covered.
Eight benchmarking sessions. Get your most burning questions answered and swap best practices. All session are facilitated by subject matter experts from end-user companies who have walked the walk. They start with an overview of their model and specific functional business processes, and you drive the balance of each session.
Technology Panels. SMEs who are paving the way for innovative, distributed work environments.
Networking Fun. They way you want it and when you need it.
Leaders responsible for how the work (at home) gets done. Strategy professionals, Operations leaders, HR and Virtual Training heads, Project Management, Work Force Managers, Network, Data, Voice and Security Owners.
You’ll have the opportunity to network across industries and functional lines in many of the sessions. Separately, you will have dedicated time to drill down by functional area in smaller benchmarking sessions including:
Virtual Sourcing & Hiring - sourcing for best returns, effective assessment tools for competencies distinctive to home working, virtual on-boarding, equipment and services provisioning, home office setups.
Virtual Learning - transitioning from classroom to virtual new hire, competencies for trainers, best in class design software and virtual learning platforms, measuring content and trainer effectiveness.
Operations - maximizing returns of external (outsourcing) partners, virtual help desk best practices, flexible scheduling and micro-shift scheduling, building a virtual help desk community with chat.
IT/Security - see below
IT architecture, cloud vs. managed vs. premise, call and data connectivity, security and ID authentication are priorities for creating and maintaining a safe, distributed network.
IT leaders that have taken the risks, proven the business case, sized up the returns and are shaping the future of home working - are speaking.
Two IT benchmarking sessions - dedicated exclusively to technology best practices and challenges - are facilitated by senior IT experts representing their respective end-user organizations.
- First registrant: $1695
- Two or more registrants: $1495
Jeff Furst
CEO
Furst Person
Jeff founded Furst Person in 1998. The company develops, implements, and operates web-based pre-employment assessment solutions designed for the contact center industry. In 2009 Furst Person developed an assessment product line exclusively for home working.
Patrick Botz
VP of Workforce Optimization
VPI
Leveraging more than a decade of field experience, Patrick works with 1500+ customers to capture, analyze and improve their multi-channel interactions. VPI is a leading provider of call quality, e-learning, and work force optimization solutions.
Brandon Rowe
Marketing Manager
Interactive Intelligence
Brandon has six-plus years of experience in IT/Telecoms including Nortel/Avaya, IBM and now Interactive Intelligence. He is an expert on cloud vs. premised solutions.
Neil Hooper
Senior Manager Contact Center Marketing
Plantronics
Neil has two decades of experience in networking, collaboration, voice mail, unified communications and customer service systems. In addition
to Plantronics he has held positions at Avaya, Lucent and Octel, both in the US and Europe.
Bob Webb
Vice President Sales
Pipkins
Bob has 20+ years of experience in customer contacts, with 15 years focused exclusively on work force management. He brings a broad range of home agent WFM industry experience including retail, financial, health care, travel and tech support.
Larry Schwartz
President and CEO
Workflex Solutions
Larry is Chairman and CEO of WorkFlex Solutions LLC, a Cincinnati based company specializing in call center workforce auto-optimization solutions. Prior, Larry was President, EVP Global Operations at Convergys Corporation. He has 25+ years of experience in customer care and related technology.
Jeremy Anderson
Director Client Services
Flexjobs.com
Flexjobs is a US-based electronic job board dedicated exclusively to home-based and telecommuting employment opportunities. Jeremy is responsible for helping businesses position, source and hire talent from its 40,000+ database. He has 10+ years of experience in marketing and advertising.
Erich Dietz
VP of Client Services
Mindshare
Erich has 15+ years of leadership experience spanning the fields of consulting, business development, and solutions architecture. At Mindshare, Erich supports large, multi-channel organizations in their design, delivery and analysis of both internal and external voice of customer programs.
Charles Hellings
Executive Vice President
ePath Learning
ePath Learning, is a pioneer in Cloud-based learning management/knowledge sharing and social learning technology. Chuck has 25+ years of experience in human capital development in the telecommunication/technology space and has been instrumental in leveraging learning technology within the contact center industry.
Don oversees and manages global Reservations operations, US/Canada airports in non-hub markets, Customer Relations, and Baggage Service.
Prior, he held posts as Managing Director Customer Service - Europe and India and General Manager - Heathrow Airport for American. 
Doug oversees all phone servicing for branded credit card portfolios including high value servicing, work at home, core servicing and several specialty queues. Prior, Doug held roles as SVP of Card Operations, Citi and VP of Customer Service NA for Staples Delivery.
Rich is responsible for the strategy and operational effectiveness of customer IVR, Web and Mobile self-service tools, the Agent CRM application, the telephony infrastructure, and the work at home program of 900+ service representatives. He has 20+ years of experience in US and UK customer care.
Leisa is a 22-year veteran of the customer service management industry and the visionary leader behind Amazon’s Virtual Contact Center, where she designed, implemented, and now oversees Amazon’s North America work from home organization of several hundred associates across multiple states. Prior to Amazon, Leisa held posts at Nike, Yahoo, Stream International, and Equifax.
Deb is a ten-year veteran with WTH, North America’s largest provider of cruise vacations. She is responsible for all Human Resource functions as well as Learning & Development.
WTH has 150+ fully commissioned travel specialists that are sourced, hired and trained virtually.
Asurion is the global leader in providing technology protection services to over 95 million customer worldwide. Susan is responsible for US customer care including Asurion@Home. Prior she served as AVP at Citibank North America.
Barry has over 25 years of IT experience in retail, healthcare and travel/hospitality, including a broad range of technology expertise with specialties in database, decision support, business intelligence and contact center technologies. Hilton@Home
has 1500+ global contact center agents.
Gina has been with Cleveland Clinic’s Nurse on Call Division since 2002 and currently serves as Administrator. The integration of triage services across the Cleveland Clinic enterprise is growing rapidly. Currently 30% of the department’s Registered Nurses supporting triage patients work from home.
Michele has helped 500+ companies develop and implement home working strategies. She is former VP of Performance Management with Hilton Hotels, where she led the US and European home working expansion. She conducts workshops, web trainings and customized assessments exclusive to home working in the US, Canada and Europe.
BECU is the fourth largest credit union in the US with 900,000+ members. Currently one third of their contact center and support team members work remotely. Nathan’s primary focus is around leveraging innovative technology to reduce the perceived security risks of remote working.
Mike is responsible for optimizing the virtual program at Asurion, a scope of more than 1,000 representatives. He has 25 years of customer contact experience, the last six with Asurion.
Kim is responsible for all customer and technical support for CCH, and oversees contractual relationships that supply tax software and training for several multi-million dollar contracts. In 18 months, she moved 75% of her permanent staff home.
With BlueCross BlueShield of Tennessee since 2008, Jennifer took on responsibilities for the administration of BCBST’s Telecommuting Program in 2010. She partners with Information Technology, Facilities, Legal/Compliance and business unit leadership to streamline telecommuting processes and provide end user solutions. 20% of the organization’s total work force is remote.
Don is responsible for global leadership development, curriculum design & performance improvement. He has 27+ years of experience in training delivery, design and leadership development with multiple industries including contact center, computer manufacturing, and defense contracting. Afni@Home has 800+ team members in six states, and deploys 100% virtual sourcing, hiring and new hire training.
Cindy is currently responsible for staffing, forecast and technical support, supporting 1000+ remote employees in three states. She is also responsible for Branch Services, a team of 300 customer service professionals. Cindy is celebrating 20 years of service with Enterprise.
Heidi is responsible for all recruiting and employee relations and provides business support to five areas of the business. She has more than 10 years of HR experience and prior, held roles at KaBloom and the NE Restaurant Company. Heidi has been instrumental in developing innovative sourcing and hiring techniques to leverage the 200+ remote work force.
The Analyst Group provides comprehensive, full service WFM services for over 90 different organizations, along with customized implementation consulting. Jason is Senior Workforce Manager, and a subject matter expert in flexible scheduling, micro-shift scheduling and build-a-schedule models.
Carol manages new hire and recurrent training for Capital One’s credit card contact center operations. The majority of this training is conducted virtually, and 100% of new hires are home-based. Previously, Carol held roles in Richmond, VA, public schools, including the education of grade school teachers on how to implement technology into their instruction.
