Teleworking is an ideal match for call centers.  Today, many call centers use thousands of remote agents from wide geographic regions for all their employment needs, saving the call centers significant real estate costs, reducing employee turnover, increasing productivity, improving employee morale and ensuring call center viability in the event of a disaster. 

To learn more about implementing a telework program for a call center, attend Track 4 of the Call Center Demo & Conference on Wednesday and Thursday after attending the Telework Conference on Tuesday. 

Learn what is necessary to establish a successful remote agent call center or to transition your current call center into one with remote agents.  You will also gain valuable insights into what attributes are important in an employee for teleworking, the current and future technologies for remote agent call centers, and how remote call centers can be an extremely powerful tool in addressing contingency planning and disaster recovery.

Track 4 of the Call Center Demo & Conference features the following sessions:

Discuss how to do a cost/benefit comparison between traditional bricks & mortar and virtual call centers. Learn the qualitative and quantitive measures that drive the business case for implementing virtual call center support. Discussion will include advantages and disadvantages of remote outsourcing and economic incentives and benefits of developing and managing virtual call center resources.

Speakers:
Michael Amigoni, Chief Operating Officer of ARO Outsourcing
Allen Bourne, Principal Consultant of Contact Knowledge
Jack Heacock, Principal of JH&A - Virtual Office Consulting
Moderator:
Chuck Wilsker, Executive Director of the Telework Coalition

This session will provide comprehensive information on, and insights into converting to a virtual call center from those who have been there and done that. The discussion will include: developing and implementing a plan of action, technology considerations and blending a bricks & mortar call center with a virtual center.

Speakers:
Michael J. Modiz, Vice President Operations & Strategic Projects of McKesson Health Solutions.
Mike Hall, Senior Strategist of Alliance Data Systems
George Zarcilla, Director of Customer Operations of Ofoto, a Kodak Company
Moderator:
Tim Houlne, Chief Executive of Working Solutions

When agents are not "there" at a call center, how do you ensure their performance? Fortunately many of the same tools that call centers use: monitoring, messaging, workforce management software can be used with remote agents. Learn how to manage, measure and motivate remote agents and the legal ramifications involved.

Speakers:
Steve Rockwood, Co-Founder of Alpine Access
Mike Parnitzke, President of Parnitzke Consulting Group
Moderator:
Joanne Pratt, President of Joanne H. Pratt Associates.

Learn how to build upon yor already established agent screening, hiring and training processes to select individuals who will thrive in a remote work environment. Then, explore the various techniques and methods of training these individuals and their managers both in person and remotely.

Speakers:
Tamara Schroer, Director of Training of Working Solutions
Tom Paterson, Vice President Sales & Marketing of Linktivity
Bill Fenson, Director of The Skills Emporium, LLC
Moderator:
John Edwards, President of TeleworkNetwork, Inc.

Learn how to use of technology enables remote workers to appear the same to the customer and supervisor as other in-center workers. Examine the technology involved in supporting remote agents. Learn about the new, emerging technologies that aid remote agents such as voice of IP and intelligent networks.

Speakers:
Susan Kenney, Product Marketing Manager of Intel
Todd Tanner, Senior Consultant of The Tanner Group, Inc.
Mike Betzer, Chief Executive Officer of Ineto
Darlene Hudson, Siemens Information and Communication Network.
Moderator:
Chuck Wilser, Executive Director of the Telework Coalition.
 

With consumers concerned about privacy and with the advent of new laws such as FSMA and HIPAA requiring companies to protect pesonal data, what are the risks in having this data handled by teleworkers? How can companies and teleworkers ensure compliance with these regulations and ensure the security of their networks? Learn about the technology that will help secure your teleworking network.

Speakers:
Suresh Gursahaney, Chief Technology Officer of MicroAutomation, Inc.
Moderator:
Jack Heacock, President of J Heacock and Associates