CCDEMO 2005 TELEWORK SESSIONS
Session Titles and Descriptions:
Click on any Session title or any speaker's name
to be taken to their PowerPoint presentation.
TW - 1. "Making the Business Case for Virtual Call Centers" (No presentations for this session, click here for photo: 
Virtual Call Center Industry pioneers will discuss and compare the cost-benefit analysis of traditional bricks and mortar centers with home-based agent "centers." The Virtual model makes a very compelling business case for its adoption. You will learn how three different operational solutions for virtual centers have worked successfully for the industry's nationally recognized leading practitioners.
Three Virtual Call Center operators will share how they solved the challenges of both converting to a virtual center model and scaling up an existing virtual program. Learn how senior executives were convinced to accept the changes to a home-based agent strategy, and experience the benefits of a home-based agent strategy.
Learn where you can find qualified, dedicated employees to work as home-based agents from previously seldom tapped labor pools. Experts will share ideas for employee selection, training and retention. While many CRM solutions include offshore employees in regions that are often regarded as geopolitically high risk, including an employee resource such as military spouses, those with disabilities (including disabled veterans), those in rural communities, retired knowledge workers, and people seeking only part time employment, such as stay-at-home parents, in the solution's mix, provides operators with the ability to reduce and manage their operational risk exposure while getting highly qualified and motivated workers.
This session will explain how, in spite of terrorism alerts and events, severe weather, and geopolitical uncertainties, the experts have met agreed customer service levels of performance. Learn from these industry practitioners how virtual call center strategies can increase your organization's resiliency against these and other unforeseen events. Discussions will include how to reduce your cost of risk management, while keeping your human capital, knowledge assets, and operating systems secure.
This session will address how to support your broadband, security obligations, and remote access applications. Experts will point you towards available technologies, such as secure virtual networks, collaborative and monitoring tools for connecting agents to managers and customers where ever they are. This session will explore cost effective alternatives for deployment where broadband is not available today.
Learn how to migrate from traditional PBX and campus-based networks to a new and cost effective telecommunications model - the Voice over Internet Protocol (VoIP). Panelists will address the issues in this rapidly evolving technology - including legal, regulatory, and technical - upon which you will need to focus for a smooth transition to VoIP.
Session Times and Speakers:
Click on any Session title or any speaker's name
to be taken to their PowerPoint presentation.
Tuesday, Feb 1, 2005 - TW - 1
10:15 AM to 11:30 AM
Making the Business Case for Virtual Call Centers
(No presentations for this session)
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Speakers:
Reg Foster, CEO AlpineAccess
Basil Bennett, CEO WillowCSN
Tim Houlne, CEO WorkingSolutions
Moderator: Jack Heacock - TelCoa
click here for photo:
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Tuesday, Feb 1, 2005 - TW - 2
1:00 PM to 2:15 PM
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Speakers:
Moderator: Chuck Wilsker - TelCoa
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Tuesday, Feb 1, 2005 - TW - 3
2:30 PM to 3:45 PM
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Speakers:
Moderator: John Edwards - TelCoa
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Tuesday, Feb 1, 2005 - TW - 4
4:15 PM to 5:30 PM
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Speakers:
Moderator: Tim Houlne - WorkingSolutions
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Wednesday, Feb 2, 2005 -TW - 5
10:00 AM to 11:15 AM
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Speakers:
Moderator: Toni Kistner - Network World
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Wednesday, Feb 2, 2005 - TW - 6
11:30 AM to 12:45 PM
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Speakers:
Moderator: Todd Tanner, The Tanner Group
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