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 canít 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.
What You Get.
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.
Who Should Attend.
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.
Youíll 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
Bring Your IT Guys.
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.
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.
About the Speakers
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.
Tuesday, February 19, 2013
5:00 PM - 7:00 PM
Sync Ďn Blues Social
Wednesday, February 20, 2013
8:30 AM - 5:30 PM
5:30 PM - 6:30 PM
Beer & Wine Social
Thursday, February 21, 2013
8:30 AM - 12:30 PM