Track: Call Center 2.0 - Telework Coalition Workshop
(CC3)
Ask the Chiefs of Well Established
Work@Home Programs
(CC3-01)
| Thursday - 10/12/06, 1:00-1:45pm | Just how are you going to avoid transporting, housing, and feeding your legions of Work@Home™ Agents with Industrial Era classroom style training methods – not to mention the expense and worker frustration with having to travel? Learn from those who can provide you the solutions for effective remote work training, on-going real-time supportive systems, ‘just-in-time-learning’ techniques, and motivational pacemakers for higher performance, satisfaction, and esteem.
Presented by:
| Angie Seldon
CEO
Arise | | Christopher Carrington
CEO
AlpineAccess, Inc. | | Mark Frei
SVP
West Corporation | | Chuck Wilsker (Moderator)
CEO
The Telework Coalition, Inc. |
|
Why Home Based Agents:
There's No Place Like Home
(CC3-02)
| Thursday - 10/12/06, 2:00-2:45pm | Just how are you going to avoid transporting, housing, and feeding your legions of Work@Home™ Agents with Industrial Era classroom style training methods – not to mention the expense and worker frustration with having to travel? Learn from those who can provide you the solutions for effective remote work training, on-going real-time supportive systems, ‘just-in-time-learning’ techniques, and motivational pacemakers for higher performance, satisfaction, and esteem.
Presented by:
| Jack Heacock
SVP
The Telework Coalition, Inc. | | Ilene Morris-Sambur
CEO
Corporate Financial Wellness / CORA | | Tim Houlne
CEO
WorkingSolutions, Inc. | | Stephen J. Susina
Senior Product Manager, Core Switching Products
UTStarcom |
|
Outsourcing to Call Centers with
Work@Home Agents
(CC3-03)
| Thursday - 10/12/06, 3:00-3:45pm | This session will examine why outsourcing this type of customer
service program may be the best fit your business, what benefits
outside vendors can offer, and what pitfalls can be avoided by
migrating customer service calls to a Work@Home provider.
Outsourcings to virtual call centers, both inbound and outbound,
can dramatically reduce costs and give you unparalleled flexibility
and ensure continuity of service caused by disruptive events. Your
relations with customers will improve by enabling them speak with
highly motivated and qualified onshore staff that is available 24/7.
Understand the bottom line benefit comparisons between
outsourcing and setting up your internal home agent program.
Learn how to evaluate outsourcing vendors and the best ways to
implement and manage these programs, including basics about
agent selection, training, performance management, and quality
assurance. Hear case study examples that will give you caveats,
ideas, and tips to help you make your program a success.
Presented by:
| Aelea Christofferson
ATL Communications | | Peter Anderholm
Director Product Management, Unified Communication and Collaboration
Alcatel-Lucent | | Pat Ricken
VP, Agent Certification and Communication
LiveOps, Inc. | | Gene Sawyer
Lead Wireless Consultant
Cisco |
|
Enabling Technologies and Telecommunications
(CC3-04)
| Thursday - 10/12/06, 4:00-4:45pm | Making Work@Home agents a reality is the convergence of call
center, contact management, and monitoring software, distance
training, and data security technologies, coupled with broadband to
the home. See how your Work@Home agents will be more
productive, and require less supervision. Learn the latest practices
and technologies in routing calls and contacts to Work@Home
agents such as high-QoS ultra-secure VoIP, and low-cost topquality
network-routed calls over the PSTN. Learn how new security
tools protect data to and at the home; how traditional call center
tools (ACDs, call monitoring and recording, and workforce
management), blended with instant messaging and
audio/data/video/Web conferencing, enable effective supervision
and teamwork. Learn the best practices on IT support for
Work@Home agents.
Presented by:
| Jan Johnson (Moderator)
VP, Marketing
UCN, Inc. | | Rob McDougall
President
Upstream Works | | Michael Gardner
VP Engineering
LiveOps, Inc. | | William Patterson
Vice President
eCallogy |
|
Business Continuity with Work@Home Agents
(CC3-05)
| Friday - 10/13/06, 8:45-9:15am | Every company should have effective business continuity and
disaster recovery plans. Recent unprecedented weather events
and widespread utility outages coupled with the ongoing fear of
future terrorist activities compel businesses to boost planning
efforts. Moreover, concerns regarding the threat of a potential
worldwide flu pandemic are causing businesses to rethink historical
planning and look for creative solutions to keep their businesses
running during these and other disruptions. This session will
examine how businesses can employ a variety of solutions utilizing
Work@Home agents to be better prepared to face these threats in
the coming months and years.
Attendees of this session will learn to identify and address potential
business interruptions and other threats they will face in the coming
months, who in their organization should be involved in the
evaluation of their current business continuity plans, and innovative
strategies that incorporate Work@Home agents for keeping their
businesses running despite disruptive external forces.
Presented by:
| Tony Gill
Business Continuity Specialist
BMO Financial Group, Toronto, Canada | | Peter J. Kanis
Sales Director
Twenty First Century Communications | | Chuck Wilsker (Moderator)
CEO
The Telework Coalition, Inc. |
|
How to Make Work@Home Agents Happen
(CC3-06)
| Friday - 10/13/06, 12:15-1:00pm | You understand Work@Home agents and telework. The question is
how to make this happen for your organization? How do you make
the transition from Industrial Age centralized brick and mortar
solutions to Information Age models wherein you leverage the
advantages of technology, much wider recruiting pools, take
advantage of part-time and split-shift scheduling options, and better
prepare for the adverse 'events' that affect every organization.
Understand how to get and maintain buy-in from senior
management and line managers, both of whom make or break any
teleworking program, including Work@Home agents.
Discover and determine which applications and technologies are
effectively driving Work@Home programs and how they help
leverage the economic benefits. Understand how established
Work@Home options using proven platforms and software, by
experienced Work@Home practitioners, can quickly be integrated
into your business.
Presented by:
| Brenda Ann Connor
Ericsson | | Linda Casey
Senior Operations Manager
McKesson Corporation | | Christopher Carrington
CEO
AlpineAccess, Inc. | | Mark Frei
SVP
West Corporation |
|
Staffing, Training, and Supervising for
Work@Home Agents
(CC3-07)
| Friday - 10/13/06, 1:15-2:00pm | How can I manage my people if I can't see them? is the top
issue for managers. Yet, studies have shown that most managers
now rely on virtual supervision — e-mail, instant messaging, and
the phone — rather than face-to-face interaction. This session
challenges traditional staff management practices by explaining
why line-of-sight management is not only obsolete in today's
information-based workplace, but can hurt productivity, and why
'management by performance' is here to stay. The key to
cultivating a successful team of Work@Home agents starts with
the selection process. Attendees will also learn about proven
tactics used to screen for the best talent. Find out what traits
make a successful home-based agent. Discover how to use
eLearning tools to teach and update Work@Home agents. Get
the best practices on building and managing effective home
agent teams.
Presented by:
| Angie Seldon
CEO
Arise | | Jim Mcloughlin
Sr. VP. Business Development
Ojo (Worldgate) | | Barb Fatina
VP and CFO
Verety LLC | | Jack Heacock
SVP
The Telework Coalition, Inc. |
|
Security: Policies, Procedures, and Processes
(CC3-08)
| Friday - 10/13/06, 2:15-3:00pm | Security is a major concern with Work@Home agents.
Regulations such as HIPAA require that you continually maintain
and track the security of personal data. In reality, homes are
potentially more secure because your Work@Home agents have
direct control of their environments and, therefore, can be made
directly responsible for them.
Hear why you need a Work@Home agreement, what it should
cover, including home workplace ergonomics, safety, health
practices, and security.
Learn the details of the best practices you need to follow in
establishing policies, procedures, and processes to satisfy
security due diligence requirements, especially in a SOX
compliance environment. Understand how to ensure data
security, using virtual private networks (VPNs), affordable biometric
authentication, and identification, and how to secure
wireless home networks.
Learn what hardware, such as thin client terminals, lockable
offices and filing cabinets, back-up devices and services, and
other tools are available to enhance security of information. Learn
whether it's better to use employer-owned or employee-owned
hardware and software.
Presented by:
| Chuck Wilsker (Moderator)
CEO
The Telework Coalition, Inc. | | Gordon Payne
VP, Marketing
Citrix Systems | | Tim Houlne
CEO
WorkingSolutions, Inc. |
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