Following on from his recently published article on whether homeworking and PCI compliance can exist in harmony, the UK Contact Centre Forum and Tony Smith have joined forces to provide professionals with the chance to discuss homeworkers and PCI compliance with Tony in person.

On December 1st 2017 at the Midlands & Yorkshire Contact Centre Conference, Tony Smith will chair two roundtables on ‘Contact Center Homeworking’ and ‘Compliance’. Using his experience working in major companies including BT Global Services, Dimension Data and PCI Pal, he has prepared roundtables that perfectly complement the conference’s agenda.

The Contact Center Homeworking Roundtable

The Contact Center Homeworking roundtable is crucial for businesses who have employees working from home. Homeworking is a growth area in both the UK and US due to more working hours potentially being freed up and the improved work life balance for employees, however it is not without risks. For anyone unsure about whether homeworking works for their business, this roundtable is a chance to get invaluable support and guidance.

The roundtable will answer the following:

  • How do companies benefit from homeworking?
  • How do agents and managers benefit?
  • What are the biggest hurdles to effective homeworking and how do you overcome them?
  • What type of person makes the best homeworker?
  • What does homeworking best practice look like i.e. recruitment, processes, technology, communication and management?

The Compliance Roundtable

The Compliance roundtable will discuss how businesses can mitigate the high penalties that could come with a data breach. Non-compliance could put smaller companies out of business through massive fines, bad publicity and lost customers, so it’s vital that contact centers analyse the risks of homeworking.

The roundtable will answer the following:

  • What are the pros and cons of different technical approaches to PCI compliance?
  • Can homeworking operations be compliant?
  • What are the latest Ofcom regulations concerning silent and abandoned calls?
  • What fines can be imposed for non-compliance?

What Else Does the Conference Offer?

There will also be talks by other highly experienced industry experts including the following:

Mark Cassidy, a Quality Partner Manager at Virgin Media, will show how quality management transformed Virgin’s work culture with innovation and insight.

Simon Donaldson, Head of Customer Contact Center at Ikano Bank, will share the company’s story and contact centre expertise. Ikano Bank won two awards at the 2016 Midlands and Yorkshire Contact Centre Awards.

Steve Sullivan, the Founder of Channel Doctors, will address data protection and explain the General Data Protection Regulation coming in 2018.

Simon Foot, Group Development Director at Ember Services, will share exciting business developments and show their effect on contact centres in the future. This talk may help businesses stay ahead of the competition.

How Do You Sign Up?

By visiting the UKCCF website, you can see the conference’s full agenda and register your place. It only takes a minute or two to complete the registration form. The first 50 managers, heads of department and contact center professionals can register for free, so book your space now. We hope to see you there.