Call Center 2.0, 2007 Session Descriptions

<body topmargin=0 leftmargin=0 marginheight=0 marginwidth=0> <table cellpadding=0 cellspacing=0 border=0><tr> <td valign="top" colspan=2 height=90 BGCOLOR="#006699" TEXT="#080000" bgproperties="fixed" background="064285a1erlcgo.png"> <div> <FONT SIZE="5" COLOR="#FFCC66" FACE="Arial" ><B>The Telework Coalition</B></FONT><B>  </B></div> <div> <B>Enabling Virtual, Mobile, and Distributed Work through Education, Technology, and Legislation</B></div> <bR> <div> </div> </td> </tr><tr> <td valign="top" width=210 BGCOLOR="#FFCC66" TEXT="#080000" background="063d2c00dkelyh.png"> <div> <A HREF="index.htm" TARGET="_top" TITLE="The Telework Coalition"><U>Home</U></A></div> <div> <A HREF="id296.htm" TARGET="_top" TITLE="Membership Sponsorship Opportunities"><U>Membership & Sponsorship Opportunities</U></A></div> <div> <A HREF="id208.htm" TARGET="_top" TITLE="Our Sponsors"><U>Our Sponsors</U></A></div> <div> <A HREF="id270.htm" TARGET="_top" TITLE="TelCoa in the News"><U>"TelCoa in the 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SIZE="5" COLOR="#0000FF" FACE="Arial" ><B> “Work@Home™ Track”</B></FONT></div> <div> <B>               Fort Lauderdale, Florida</B></div> <div>                   Thursday January 25, 2007 </div> <div>                          Rooms 209-210</div> <bR> <div> <B>         Click here to register: </B><FONT SIZE="6" COLOR="#000099" FACE="Verdana" ><A HREF="http://www.tmcnet.com/voip/conference/call-center/east-07/cc-e-07-registration.aspx?sc=telcoa" TARGET="_top" TITLE="http://www.tmcnet.com/voip/conference/ca"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <bR> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial Black" >   8:30  -  9:15    Session 1, “Ask The Chiefs”</FONT> <B>of</B> <I><B><U>Out-Sourced</U></B></I>                                     </div> <div> <B>                                Work@Home™ Agent Call Centers--</B></div> <div>                                 Here is your opportunity to hear from those who have</div> <div>                                 designed, staffed, and now successfully compete with</div> <div>                                 offshore alternatives using Work@Home™ Agents.  As a</div> <div>                                 bonus, these visionary leaders provide their customers with</div> <div>                                 built in Continuity of Operations with geography as their ally; </div> <div>                                 agents with greater degrees of customer focused skills and </div> <div>                                 education; higher levels of customer satisfaction and rapport;</div> <div>                                 better first call problem resolutions, and  `more upselling  </div> <div>                                 opportunities'.  TelCoa's CEO will ask panel participants </div> <div>                                 questions that have been asked both on our website at </div> <div>                                 <FONT SIZE="3" COLOR="#0000FF" FACE="Arial" ><A HREF="mailto:info@telcoa.org" TARGET="_top" TITLE="mailto:info@telcoa.org"><U><U>info@telcoa.org</U></U></A></FONT>, and from those in the audience.</div> <div>                                 </div> <div>                                             <FONT SIZE="2" COLOR="#000000" FACE="Verdana" >Chris Carrington, CEO           Alpine Access </FONT></div> <div>                                    Bill Trenchard,  Chairman       LiveOps    </div> <div>                                    John Jasper, CEO                 Verety</div> <div>                                    Mary Naylor, CEO<FONT SIZE="2" COLOR="#993366" FACE="Verdana" >                 </FONT>VIPdesk   </div> <div>                                    Angie Selden, CEO               WillowCSN </div> <div>                                    Tim Houlne, CEO                  Working Solutions</div> <div>                                    Mark Frei, SVP                    West Corporation </div> <div>                                    Moderator                          Chuck Wilsker, CEO, TelCoa       <FONT SIZE="1" COLOR="#000000" FACE="Arial" >      </FONT></div> <bR> <bR> <bR> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial Black" >   9:15 - 10:00    Session 2, “Ask The Chiefs”</FONT>  <U>Session 1 continued</U></div> <bR> <bR> <div>    1:30 -   2:15    Session 3,  Expanding Employment Opportunities</div> <div>                             for Disabled, Rural, and Older Workers <FONT SIZE="3" COLOR="#000000" FACE="Arial" >- </FONT></div> <div> <B>                                Work@Home™ Agent Programs for Flexibility, Freedom, and Growth.</B> </div> <div>                                There are portions of the US population that are both growing and under utilized, </div> <div>                                when it comes to employment opportunities.  You will learn how, by incorporating </div> <div>                                rural and older workers into your Work@Home™ workforce, you will be able to tap </div> <div>                                into an employment pool of experienced and qualified workers who are eager and </div> <div>                                capable.  You will also learn how to gain a competitive advantage by using    </div> <div>                                Work@Home™ agents who are both Service Disabled Veterans and others with </div> <div>                                disabilities and about some of  the available state and federal incentives.</div> <div>                         </div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial" >                             </FONT>  Richard Horne     Director, Office of Disability Employment (ODEP)          </div> <div>           U. S. Department of Labor, Washington, D.C. </div> <div>           Jane Anderson    Director, Research and Evaluation Mid-West               </div> <div>           Institute for Telecommuting Education  </div> <div>                          Moderator          Susan Kintner, Ph.D., M.P.H., M.S., </div> <div>                                                 Project Implementation Manager, The WorkPlace, Inc                      </div> <bR> <bR> <bR> <div>    2:30 -   3:15    Session 4,  Financial Benefits of Distributed Work</div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial Black" >          </FONT>                    <B>Work@Home™ Programs, Why Distributed Work Now?--  </B></div> <div>                                 Includes Continuity of Operations (COOP), Bottom-Line Results and Return </div> <div>                                 On Investment (ROI).  During the past year, at multiple regional seminars and </div> <div>                                 vertical industry symposiums, TelCoa has been asked to provide financial </div> <div>                                 models and bottom-line benefit analyses that can be used to convince doubting </div> <div>                                 executives to embrace Work@Home™ Programs for both the call center and your </div> <div>                                 enterprise employees.  You will have the opportunity to see proven models and </div> <div>                                 learn how you can craft, orchestrate, and implement your very own distributed work </div> <div>                                 program.</div> <bR> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial" >                               </FONT>Chuck Wilsker     President & CEO, The Telework Coalition                  </div> <div>                          Jack Heacock     Senior Vice President, The Telework Coalition</div> <bR> <bR> <div>    3:30 -   4:15     Session 5, Work@Home™ Tools -<FONT SIZE="2" COLOR="#000000" FACE="Verdana" > </FONT></div> <div> <FONT SIZE="2" COLOR="#000000" FACE="Verdana" >                             </FONT><B>The Right Tools for the Job</B> </div> <div>                           <FONT SIZE="3" COLOR="#000000" FACE="Arial" >We are often asked about how organizations that want do expand their </FONT></div> <div>                                 operations to include Work@Home™ agents, or any Work@Home™ </div> <div>                                 employees, for that matter, handle acquiring the best available high-speed </div> <div>                                 Internet access at the best price, decide on the right headset, or what types </div> <div>                                 of tools are best to assure that the information used by these workers will </div> <div>                                 remain secure.  This session will answer these questions and more. Learn </div> <div>                                 from industry experts what has helped other successful programs become </div> <div>                                 successful.</div> <div>                                  </div> <div>                                 <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Clay Tucker         </FONT><FONT SIZE="2" COLOR="#000000" FACE="Tahoma" >Senior Director- Fixed Broadband, iPass Communications</FONT></div> <div>                                 Joe McGrogan      Director of Marketing, Plantronics, Inc.</div> <div>                                 Jeff Zbar             Chief Home Officer, Jeffery D. Zbar, Inc.</div> <bR> <bR> <bR> <div>                          Friday, January 26, 2007  </div> <div>                                Rooms 209-210</div> <bR> <div>    9:00 -   9:45  Session 6, Distributed Work Technologies -</div> <div> <B>                               We showed you the 'WHYs'. This session will show you some of the 'HOWs'</B></div> <div>                                Through the use of Intelligent Networks, Security Trends, and Tools presented by our </div> <div>                                experts, you will learn how to establish new or enhance existing Work@Home™ </div> <div>                                Programs through new technologies that are continually evolving. You will see how </div> <div>                                a significant part of your organization's Continuity of Operations program will also be </div> <div>                                enabled and you will be prepared for `future events', whether naturally occurring  or </div> <div>                                caused by man, which others will find themselves addressing without the necessary </div> <div>                                tested technologies, polices, and procedures, do not miss this session. </div> <div>                                       </div> <div>                               <FONT SIZE="2" COLOR="#000000" FACE="Verdana" >Tim Perez          Director of Sales, Southeast Area Region, Siemens Enterprise Networks.</FONT></div> <div>                         Kevin Childs       President, UCN, Inc.</div> <div>                                         <FONT SIZE="2" COLOR="#000000" FACE="Verdana" >Laura Bassett    Solutions Manager, Customer Service Applications Division, Avaya</FONT></div> <div>                         Moderator         Chuck Wilsker, CEO, TelCoa</div> <bR> <bR> <bR> <div>  10:00 - 10:45    Session 7, Human Resources for Distributed </div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial Black" >                            Workers - </FONT><B>Policies, Processes, and Procedures (P³) </B><B>for Recruiting, Screening--</B></div> <div>                                   HR support for the Virtual Worker often lags far behind the capabilities and opportunities </div> <div>                                   presented by technology.  Just as `laws' are often fifteen or more years behind the reality </div> <div>                                   of the workplace, so too are the day-to-day human resources operational guidelines. </div> <div>                                   Learn how to recruit and screen virtual agents, and enterprise employees on-line.  Know </div> <div>                                   with greater certainty where a prospective worker will succeed in a distributed work </div> <div>                                   environment.  Will your policies be flexible enough to ensure that your Work @ Home™ </div> <div>                                   super stars are used to their full potentials? Will they be prepared to be the managers </div> <div>                                   and directors of the future or kept `out of mind'?</div> <bR> <div>                                             <FONT SIZE="2" COLOR="#000000" FACE="Verdana" >Michelle R. Cline     VP of Operations, FurstPerson, Inc.  </FONT></div> <div>                            BiBi Brown            Sr. Manager, Outsource Operations,</div> <div>                                                             1-800-flowers.com</div> <div>                            Moderator            David Parkhurst, Alpine Access,   </div> <bR> <bR> <div>      </div> <div>  11:00 - 11:45    Session 8, Work@Home™ Remote Training </div> <div> <B>                                  Training without a classroom, Remote Work On-line Problem Solving Tools, </B></div> <div> <B>                                  Just-in-Time Learning, and Remote Support.-- </B></div> <div>                                   Just how are you going to avoid transporting, housing, and feeding your legions of </div> <div>                                   Work@Home™ Agents with Industrial Era classroom style training methods - not </div> <div>                                   to mention the expense and worker frustration with having to travel?  Learn from those </div> <div>                                   who can provide you the solutions for effective remote work training, on-going real-time </div> <div>                                   supportive systems, `just-in-time-learning' techniques, and motivational pacemakers for </div> <div>                                   higher performance, satisfaction, and esteem.</div> <bR> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial" >                                    </FONT>Tamara Schroer     Director of Agent Development, Working Solutions    </div> <div> Paul Heacock        President, Human Dynamics          </div> <div>                              Moderator            Pam Smith, VP, Marketing, LiveOps     </div> <div> <B>              </B></div> <div> <B>               Click here to register: </B><FONT SIZE="6" COLOR="#000099" FACE="Verdana" ><A HREF="http://www.tmcnet.com/voip/conference/call-center/east-07/cc-e-07-registration.aspx?sc=telcoa" TARGET="_top" TITLE="http://www.tmcnet.com/voip/conference/ca"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> <bR> </td> </tr></table></body>