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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Session 403: Managing Work From Home and Hybrid Programs for the Long Haul

Michele Rowan  (President, Work From Home Alliance)

Location: Session page in app

Date: Thursday, May 18

Time: 1:00 pm - 1:45 pm

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Session

Vault Recording: TBD

Most contact center organizations have made the decision to include work from home and hybrid work as long range workplace strategies. Leaders are being prompted to refresh and sometimes completely re-engineer workflows, policies and technologies to best support a now largely distributed environment. Communications, collaboration, social activities, meetings, recognition, knowledge sharing, and training are shifting from predominantly in person to predominantly digital. Where people sit no longer matters – work gets done the same whether people are in office or at home. True in-person interactions are the bonus, not the routine. Join this session to understand the major trends, initiatives and best practices contact center leaders are embracing to transition work from home and hybrid to comprehensive long term workplace solutions.


Long range work from home and hybrid work best practices, workflows and technologies.