Home Working Summit – 4th & 5th July, London

Home working is working….Have you made the move yet?

Join the Home working Summit  on 4th & 5th July 2012 at the London Paddington Hilton.
An estimated 60% of US customer contact organisations utilise home-based employees in some capacity, and the prediction is 80% by the end of 2013.

Material gains in customer and employee satisfaction have been logged: 35-50% improvement in retention, and 20% efficiency improvements, 15-20% overall budget reductions, and the wins just keep coming.

Home-based employees propel the customer experience. They work smarter, stay longer, produce more, and in many cases, don’t want much to do with our bricks and mortar business units.

Fresh Insight

Over 100 industry leaders are gathering at the Paddington Hilton for a Home Working Summit to learn more from a number of leading global brands including Tesco, American Express, Dell, Hilton and Enterprise Rent-a-Car.

You will hear about their home-working models (both on and off-phone). These are companies who have carefully and successfully planned, launched and expanded home-working programmes and are telling their stories. These case studies and further best practices from the Europe, Canada and US plus innovative thought discussions are all included.

Voice, non-voice, back-office, help desk, chat, social media, security, virtual learning, flexible scheduling, sourcing & hiring, collaboration & connectivity – are all on the summit agenda. Revising business processes and strategy, leveraging technology, swapping best practices – are all on the agenda.

You’ll get best practices, technology, and six months of benchmarking in just two days.

Who Should Attend?

Strategic planning, technology, security, operations, human resources, training, project management, work force management, help desk, phone and off-phone business leaders.

You will receive:

• Five case studies over two days
• Four functional thought leadership sessions (Security/IT, Operations, HR, Training)
• Six core competency modules to gain a better education and understanding for the highly successful design and implementation of a home-working project

Justify your trip?

The case studies are from global brands and you’ll gain insight into the best practices and the how-to from:

American Express Business Travel – Joanna Macleod, Vice President Service Delivery – EMEA

Leading 4,000 employees spanning 20 countries in business travel support, Joanna has developed home-working initiatives in several European countries.

American Express – Sean Douglas, VP Service Delivery & Workforce Capabilities

With 10+ years of experience in customer contact and telecom roles, Sean leads over 1,500 employees spanning 9 countries, servicing corporate clients across a wide range of sectors.

Dell – Dan Grant, Head of UK Human Resources

Dan has 10+ years of experience in human resources and organisational development, and is currently Head of UK HR for Dell. In 2010 he implemented a connected workplace solution programme, which includes home workers.

Tesco – Helen McCallum, Homeworking Project Manager

Helen developed the company’s proof of concept, leading to 100+ representatives at home with Tesco. She has functional responsibilities for project management and operations.

Enterprise Rent-a-Car – Michelle Clark, Supervisor, Customer Services

With 10+ years’ experience specialising in customer service delivery, business practices, sales and account management, Michelle currently overseas 85 customer service representatives, of which 30% are currently home-based.

Hilton – Gillian Bell, Former Director, European Operations

Gillian has 15+ years of customer care experience in both the financial services sector and the hospitality sector. She implemented Hilton’s home-working model in their European customer care division and successfully transitioned more than 100 positions home.

At Home Customer Contacts – Michele Rowan, President

Michele has helped 500+ companies develop and implement home-working strategies. She is former VP of Performance Management with Hilton Hotels, where she led the US and European home-working expansion. She conducts workshops, web training and customised assessments exclusive to home working in the US, Canada and Europe.

Register now and save up to £500

• Now through to 3 July – £495
• Two or more registrants: £100 discount – £395