march, 2023

23march12:00 pm1:00 pmVirtual Roundtable on Inside a Global, 24/7, 365 Remote Call CenterA Council Virtual EventRemote

Event Details


  • Customer Engagement Leadership Council Member Jason Mercer-Pottinger, RTS Operations Director, Baxter International
  • Tina McCaffrey, Call Center Supervisor, Baxter International

In this interactive session, Jason and his team will take you inside the workings of a remote call center that is spread over 3 geo locations running 24x7x365 delivering world-class technical service to 80k+ patients at home on dialysis machines!

The presenters will walk you through the technologies used to drive an in-center experience for their teams; the processes they have put in place to make the center a recognized Best Place to Work within Baxter International; and a unique perspective of one of the Center’s Supervisors and a Tech Support Rep to get their views on what it’s really like to work fully remote!

Key Take-Aways:

  • Lessons learned as they have evolved on their remote journey
  • The technologies that have played into making this group a success
  • A fresh perspective on resource scheduling, the #1 activity across a 24x7x365 center: How they have
  • Uberized this to drive more accountability at the rep level and freed up management time as a result!
  • Insights – you will get to meet the people who actually lead and do the job – a unique view from the very heart of the center!



(Thursday) 12:00 pm - 1:00 pm EDT



How To Join

The Customer Engagement Leadership Council is accepting applications for membership. Complete the form below and a member of our team will contact you to share more about the incredible value of the Customer Engagement Leadership Council.

Office Location

Frost & Sullivan
7550 1H 10 West, Suite 400
San Antonio, TX 78229-5616 USA