Moderators:

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

Abstract:
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!