Call Center 2.0, 2007 Session Descriptions
“Work@Home™ Track”
Fort Lauderdale, Florida
Thursday January 25, 2007
Rooms 209-210
Click here to register: 
8:30 - 9:15 Session 1, “Ask The Chiefs” of Out-Sourced
Work@Home™ Agent Call Centers--
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
Chris Carrington, CEO Alpine Access
Bill Trenchard, Chairman LiveOps
John Jasper, CEO Verety
Mary Naylor, CEO VIPdesk
Angie Selden, CEO WillowCSN
Tim Houlne, CEO Working Solutions
Mark Frei, SVP West Corporation
Moderator Chuck Wilsker, CEO, TelCoa
9:15 - 10:00 Session 2, “Ask The Chiefs” Session 1 continued
1:30 - 2:15 Session 3, Expanding Employment Opportunities
for Disabled, Rural, and Older Workers -
Work@Home™ Agent Programs for Flexibility, Freedom, and Growth.
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.
Richard Horne Director, Office of Disability Employment (ODEP)
U. S. Department of Labor, Washington, D.C.
Jane Anderson Director, Research and Evaluation Mid-West
Institute for Telecommuting Education
Moderator Susan Kintner, Ph.D., M.P.H., M.S.,
Project Implementation Manager, The WorkPlace, Inc
2:30 - 3:15 Session 4, Financial Benefits of Distributed Work
Work@Home™ Programs, Why Distributed Work Now?--
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.
Chuck Wilsker President & CEO, The Telework Coalition
Jack Heacock Senior Vice President, The Telework Coalition
3:30 - 4:15 Session 5, Work@Home™ Tools -
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.
Clay Tucker Senior Director- Fixed Broadband, iPass Communications
Joe McGrogan Director of Marketing, Plantronics, Inc.
Jeff Zbar Chief Home Officer, Jeffery D. Zbar, Inc.
Friday, January 26, 2007
Rooms 209-210
9:00 - 9:45 Session 6, Distributed Work Technologies -
We showed you the 'WHYs'. This session will show you some of the 'HOWs'
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.
Tim Perez Director of Sales, Southeast Area Region, Siemens Enterprise Networks.
Kevin Childs President, UCN, Inc.
Laura Bassett Solutions Manager, Customer Service Applications Division, Avaya
Moderator Chuck Wilsker, CEO, TelCoa
10:00 - 10:45 Session 7, Human Resources for Distributed
Workers - Policies, Processes, and Procedures (P³) for Recruiting, Screening--
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 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'?
Michelle R. Cline VP of Operations, FurstPerson, Inc.
BiBi Brown Sr. Manager, Outsource Operations,
1-800-flowers.com
Moderator David Parkhurst, Alpine Access,
11:00 - 11:45 Session 8, Work@Home™ Remote Training
Training without a classroom, Remote Work On-line Problem Solving Tools,
Just-in-Time Learning, and Remote Support.--
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.
Tamara Schroer Director of Agent Development, Working Solutions
Paul Heacock President, Human Dynamics
Moderator Pam Smith, VP, Marketing, LiveOps
Click here to register:
