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2024 Summit - Header with Eclipse 2

2024 Remote working summit  |  DALLAS, TX  |  APRIL 9-10, 2024

20+ Speakers on Remote and Hybrid Work for Contact Centers and Support Functions

Discover where others are landing with their WFH/hybrid programs, including short and long range strategic approaches, the latest in creating a truly connected and flexible distributed environment,  and the best in technology that makes it all go.  This is the only in person gathering on remote/hybrid for contact centers and support functions!

WFH Teardrop Image – Male with Teardrop (1) copy

REGISTER & BOOK YOUR HOTEL

 $1,395 per registrant up to February 29, 2024, then $1,495 per person.  Hotel rate $199 per night.

 

 

View the full solar eclipse from Dallas April 8, 1230 CST, in the path of totality!

FEATURED SPEAKERS

Michele-Rowan-240x240

Michele Rowan

President
Work From Home Alliance

keith brender-1

Keith Brender

Vice President Student Retention & Contact Services
Academic Partnerships

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Shannon Clark

Remote Experience Manager
Blue Cross Blue Shield TN

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Jon Bunch

AVP Customer Experience
Prime Therapeutics

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Richard Lau

Senior Director Customer Engagement Centers
Marriott

Amber Weaver-1

Amber Weaver

Vice President Talent Acquisition
ADT

michael riggs-1

Michael Riggs

Director WFM & Operations
Verizon

Don Yager 240x240

Don Yager

President & COO
Mural

Elaine Vogel 240x240

Elaine Vogel

Learning Program Manager
Chewy

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Brian Griggs

Vice President Customer Support
Canon

Audrey Williams 9 BW

Audrey Williams

VP, People
Wondrium

Dennis Gooch 240x240

Dennis Gooch

Director Virtual Online Contact Center
Home Depot

Heather Bissell BW

Heather Bissell

Senior Director Customer Care
Nordstrom

Laurie Meachum BW (2) copy

         

Laurie Meacham

Director Guest Empowerment
Breeze Airways

                                                                                                                                                                                                                                                                                                                                        

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Tammy Jimenez

Director Customer Care
Bread Financial

                                                                                                                                                                                                                                                                                                                                        

Dan Smitley BW-1

         

Dan Smitley

WFM SME, Consultant, Speaker

                                                                                                                                                                                                                                                                                                                                        

Susan Terry BW

Susan Terry

Global VP Portfolio Maximization
Avaya

Jason Hiland (5) copy

Jason Hiland

Senior Vice President
Collaborationroom.AI

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Melissa Pollock

Vice President Customer Success
AmplifAI

Robert Dvorscak copy (4) copy

Robert Dvorscak

Senior Product Mgr.
Nice

Corey Mustard (2) copy

Corey Mustard

Director
Centrical

Steven Vugrin BW

Steven Vugrin

Head of Sales
Ping Plotter

Colin Kennedy BW

Colin Kennedy

Founder
Shelf

ON THE AGENDA!


LIVE CASE STUDIES, BREAKOUT SESSIONS AND PANEL DIALOGUES
  • Five live case studies on WFH, Hybrid and Remote Work for enterprise and contact center.  Amazing stories of how organizations have advanced their distributed environments in the past 12 months, and where they are headed.  The focus for most is on connectivity, engagement, and performance management enhancements.

  • Industry leaders from financial services, healthcare, travel, insurance, retail, government and utilities, BPOs share their strategic initiatives, insights and experiences with WFH and Hybrid Work.

PANEL DISCUSSIONS

  • Future state of remote and hybrid work and how to prepare for it.  We'll talk about urban vs. suburban locations, the use of AI in bridging both customer and team member support, transformation from entry level customer service roles to advanced knowledge workers with advancement of AI, employee preferences and optimized leader support.

  • Next generation Flexibility for contact centers, including badged employees, seasonal workers, BPO partnerships, GIG models.  We'll discuss the cost of hiring and staffing, how to improve retention in a remote environment with added flexibility, how to reduce applicant "ghosting", how to host dynamic and engaging onboarding and orientation activities.  

BREAKOUT SESSIONS (three concurrent sessions each day - bring multiple delegates so you don't miss anything!)

  • Best in class sourcing, hiring, on-boarding remote employees. In existing and new markets.  Innovative approaches to reduce reliance on expensive job boards, drive increased native applicant flow, fast and effective assessment tools, effectively simulating the work environment to avoid churn.

  • Flexible scheduling for hybrid, remote and in office staff.  Employees want more skin in the game – more control over the design of their work schedules, and more flexibility when life happens (e.g. attendance policies). Some want the flexibility to build their own work schedules, some want to make changes every month, some want fixed commitments. Hand-in-hand with scheduling goes attendance policies and guidelines - overhauls are underway.  

  • Security, IT/technology and equipment provisioning, assessing applicant ISP stability, equipment and services provisioning, tools to analyze, manage and support the network in a remote environment, VPN vs. VDI, stabilizing the voice channel.

  • Developing highly effective leaders of remote and hybrid teams. Leaders at all levels need the knowledge, skills and abilities to effectively support, inspire and development their team members.  This session will walk you through the high level of identifying your learning objectives, and best tools for delivery.
  • Gamification, recognition and reward and engagement activities to easily connect your workforce and improve speed to proficiency, integrating existing recognition/reward systems with new gamification platforms.  Gamify your onboarding and training program, nest period, team participation - right through the entire employee lifecycle.  Why?  80% of your employees play games in their personal time.  Games help people learn faster, retain more, and have way more fun.

  • AI-based Knowledge management systems close the gap:   As one single source for both customer guidance and team member guidance, AI KMS is forever changing the modern help function for everyone.  Quality and ease of search are paramount when team members are distributed and customers are digital.  AI powers centralized content and speed to close of transaction in a way that has never been seen before.   See this all-in-one platform live. 

TECHNOLOGY AND RESOURCE EXPERTS

  • Eight leading tech and service providers will be spotlighted in our exhibition hall.

2024 REMOTE WORKING BENCHMARKING SURVEY

  • Registered end user organizations and BPOs will be invited to participate in this 40-point benchmarking survey on best practices, technologies, policies for supporting remote and hybrid teams. Results will be shared at the conference and distributed to all attendees post event.

REGISTER NOW! Early bird pricing ends February 29, 2024! 

2024 BENCHMARKING SURVEY

Your registration includes participation and results (as a takeaway) in the 2024 Remote Working Benchmarking Survey.   80+ companies will contribute on 30 key points of managing and supporting fully remote and hybrid teams.   Your input will be invited after you register for the conference, and results will be shared at the Dallas meeting and available for your to download and share with your teams.  You'll get six months worth of benchmarking done in 1.5 days. 

SCHEDULE AT A GLANCE

April 8

5:00 p.m. - 6:30 p.m.
Welcome cocktail reception at hotel

April 9

8:00 a.m.
On site check-in opens

8:30 a.m.
Conference begins
Main meeting room and breakout sessions

12:30 p.m.
Lunch

1:30 p.m.
Conference resumes

5:30 p.m. - 6:30 p.m. 
Evening reception

April 10

8:30 a.m. 
Main meeting room and breakout sessions

12:30 p.m.
Conference ends

SPONSORS

amplifai logo - orange - 500
Collaborationroom logo
Avaya_Logo_Hi_Res_JPEG_File__Red_2016 final
ping plotter logo
Shelf logo
Centrical logo-1
NICE logo - Black - 120x120 JPEG copy

QUESTIONS?

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