IV. Istanbul Call Center Conference & Expo
Lutfi Kirdar Convention Center, Rumeli
September 16-17, 2008
Istanbul, Turkey
“Redefining the Call Center- Creating Maximum Organizational Value”
Welcome to the IV. İstanbul Call Center Conference & Expo!
We feel so immensely excited about gathering the sector’s professionals together within the
IV. İstanbul Call Center Conference& Expo we first actualized in 2005. We have determined the main theme of the IV. İstanbul Call Center Conference & Expo as “Redefining the Call Center”, forming the call center of 2010, and creating the maximum organizational value in this context.
In the past year, globally recognized speakers shared the secrets of achieving competition advantage in call centers with participants. In the years before that we have reviewed the agendas of the European call centers.
This year, further extending the boundaries, we will be talking about the call center-related implementations in the USA, the new developments in the sector, and their integration with.
In the İstanbul Call Center Awards ceremony, which we performed for the second time last year, we will again be sharing the excitement of awarding the most successful call centers this year. With new categories added, in this year’s award ceremony, Yapı Kredi Bankası, CMC, and DHL, as the award winners of last year, will be sharing the secret of their award winning executions with the participants.
We are preparing with further increased enthusiasm to realize the fourth of the İstanbul Call Center Conferences & Expos which develop further and further every year by being attended to by entire sector.
We will be honored to welcome you again.
Best regards,
Meltem Karateke
Chairman, IMI Conferences
PROGRAM
Day 1 – September 16, 2008
09:30 – 09:45 Opening Speech
09:45 – 10:45 Keynote - Creating Organizational Value: Building the Call Center of 2010
Mary Murcott/ CEO, Performance Translations, USA
10:45 – 11:15 Coffee Break
11:15– 12:15 People –Increase the probability of making the right hire
Jeff Furst / CEO, FurstPerson. Inc, USA
12:15 – 1:30 Lunch
1:30 – 2:30 Technology – The contact center is the front door but what about
the rest of the organization
Roberto Cicoria / Sales Director Applications EMEA ,AVAYA
2:30 – 3:00 Coffee Break
3:00 – 4:00 Strategy – Driving Operational Improvements: Leveraging the
Voice of the Customer through Speech Analytics
Erika Van Noort/Director, BCE Elix, Canada
4:00 – 5:00 2007 Call Center Award Winners
Day 2 – September 17, 2008
09:30 – 10:30 Strategy - Transforming the contact center; how to unlock business value
Mike Havard / Managing Director, CM Insight,UK
10:30 – 11:00 Coffee Break
11:00 – 12:00 Strategy - From Strategy to Operational Excellence
Denis Cambridge, Manager/ ESB National Customer Contact Centres, Ireland
12:00 – 1:30 Lunch
1:30 – 2:30 Strategy - The Customer,Centric Contact Center: How to Get There
Tim Montgomery / Principal, The Service Level Group, LLC,USA
2:30 – 3:00 Coffee Break
3:00 - 4:00 Success Story - Keeping your call center focused during times of
rapid growth and constant change
Carol Trimmer / Vice President, Prime Therapeutics, USA
4:00 – 6:30 Coctail
6:30 – 8:30 2008 Istanbul Call Center Award Ceremony