Track: Call Center 2.0 - Telework Coalition Workshop
(CC2)
Ask the Chiefs of Outsourcing
(CC2-01)
Thursday - 01/25/07, 8:30-9:15am
Here is your opportunity to hear from those who have designed, staffed, and now successfully compete with offshore alternatives using Work@Home™ Agents. As a bonus, these visionary leaders provide their customers with built in Continuity of Operations with geography as their ally; agents with greater degrees of customer focused skills and education; higher levels of customer satisfaction and rapport; better first call problem resolutions, and ‘more upselling opportunities’. TelCoa’s CEO will ask panel participants questions that have been asked both on our website at info@telcoa.org, and from those in the audience.
Presented by:
| Christopher Carrington
CEO
AlpineAccess, Inc. | | Bill Trenchard
Chairman
LiveOps | | John Jasper
CEO
Verety (Ygomi) | | Mary Naylor
CEO
VIPdesk | | Mark Frei
SVP
West Corporation | | Angie Seldon
CEO
Arise | | Tim Houlne
CEO
WorkingSolutions, Inc. | | Chuck Wilsker (Moderator)
CEO
The Telework Coalition, Inc. |
|
Ask the Chief -- Part Deux
(CC2-02)
Thursday - 01/25/07, 9:15-10:00am
Session 1 continued
Presented by:
| Chuck Wilsker (Moderator)
CEO
The Telework Coalition, Inc. | | Christopher Carrington
CEO
AlpineAccess, Inc. | | Bill Trenchard
Chairman
LiveOps | | John Jasper
CEO
Verety (Ygomi) | | Mary Naylor
CEO
VIPdesk | | Mark Frei
SVP
West Corporation | | Angie Seldon
CEO
Arise | | Tim Houlne
CEO
WorkingSolutions, Inc. |
|
Expanding Employment Opportunities for Disabled, Rural, and Older Workers – Work@Home™ Agent Programs for Flexibility, Freedom, and Growth.
(CC2-03)
Thursday - 01/25/07, 1:30-2:15pm
There are portions of the US population that are both growing and under utilized, when it comes to employment opportunities. You will learn how, by incorporating rural and older workers into your Work@Home™ workforce, you will be able to tap into an employment pool of experienced and qualified workers who are eager and capable. You will also learn how to gain a competitive advantage by using Work@Home™ agents who are both Service Disabled Veterans and others with disabilities and about some of the available state and federal incentives.
Presented by:
| Richard Horne
Director
Office of Disability Employment (ODEP) | | Jane Anderson
Director, Research and Evaluation Mid-West
Institute for Telecommuting Education | | Ken Smith
Program Director
The Purple Heart Foundation | | Susan (MODERATOR) Kintner, Ph.D.
.
The WorkPlace, Inc |
|
Financial Benefits of Distributed Work Work@Home™ Programs, Why Distributed Work Now?
(CC2-04)
Thursday - 01/25/07, 2:30-3:15pm
Includes Continuity of Operations (COOP), Bottom-Line Results and Return On Investment (ROI). During the past Year, at multiple regional seminars and vertical industry symposiums, TelCoa has been asked to provide financial models and bottom-line benefit analyses that can be used to convince doubting executives to embrace Work@Home™ Programs for both the call center and your enterprise employees. You will have the opportunity to see proven models and learn how you can craft, orchestrate, and implement your very own distributed work program.
Presented by:
| Tim Wilson (Moderator)
Editor
Telemanagement | | Jack Heacock
SVP
The Telework Coalition, Inc. |
|
Work@Home™ System Tools
(CC2-05)
Thursday - 01/25/07, 3:30-4:15pm
The Right Tools for the Job We are often asked about how organizations that want do expand their operations to include Work@Home™ agents, or any Work@Home™ employees, for that matter, handle acquiring the best available high-speed Internet access at the best price, decide on the right headset, or what types of tools are best to assure that the information used by these workers will remain secure. This session will answer these questions and more. Learn from industry experts what has helped other successful programs become successful.
Presented by:
| Joe McGrogan
Director of Marketing
Plantronics | | Jeff Zbar
Chief Home Officer
Jeffery D. Zbar, Inc. | | Clay Tucker
Sr. Dir, Fixed Broadband
iPass Communications, Inc |
|
Distributed Work Technologies – We showed you the “WHYs”
(CC2-06)
Friday - 01/26/07, 9:00-9:45am
Through the use of Intelligent Networks, Security Trends, and Tools presented by our experts,
you will learn how to establish new or enhance existing Work@Home™ Programs through
new technologies that are continually evolving. You will see how a significant part of your
organization's Continuity of Operations program will also be enabled and you will be prepared
for `future events', whether naturally occurring or caused by man, which others will find
themselves addressing without the necessary tested technologies, polices, and procedures,
do not miss this session.
Presented by:
| Chuck Wilsker (Moderator)
CEO
The Telework Coalition, Inc. | | Tim Perez
Director of Sales, Southeast Area Region
Siemens Enterprise Networks | | Kevin Childs
President
UCN Inc. |
|
Human Resources for Distributed Workers - Policies, Processes, and Procedures (P³)
for Recruiting, Screening
(CC2-07)
Friday - 01/26/07, 10:00-10:45am
HR support for the Virtual Worker often lags far behind the
capabilities and opportunities presented by technology. Just as ‘laws’ are often fifteen or more years behind the reality of the workplace, so too are the day-to-day human resources operational guidelines. Learn how to recruit and screen virtual agents, and enterprise employees on-line. Know with much greater certainty where a prospective worker will succeed in a distributed work environment. Will your policies be flexible enough to ensure that your Work @ Home™ super stars are used to their full potentials?
Will they be prepared to be the managers and directors of the future or kept ‘out of mind’?
Presented by:
| Michelle R. Cline
Marketing & PR
Alpine Access | | David Parkhurst (MODERATOR)
VP, OPNS
FurstPerson, Inc. |
|
Work@Home™ Remote Training Training without a classroom, Remote Work On-line Problem Solving Tools, Just-in-Time Learning, and Remote Support
(CC2-08)
Friday - 01/26/07, 11:00-11:45am
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:
| Lynda Kate Smith
Vice president and general manager, Care Business Unit
Nuance Communications | | Mike Huffaker
Arise | | Paul Heacock
President
Human Dynamics |
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