Panelists Session 1 for Sydney, Singapore and the Far East-- Panelists Include: Sidney Yuen, Chairman and SEO, HBC Limited Hong Kong; Cara Diemont, Editor Global Contact Centre Benchmarking Report, Dimension Data, South Africa; Sam Haggag, President CCAS (Contact Centre Association of Singapore); Shawn Kewley, President CCMA ( Customer Contact Management Association of Australia)
Panelists Session 2 for Europe and the Americas -- Panelists Include: Cara Diemont, Editor Global Contact Centre Benchmarking Report; Vincent Vanden Bossche, President Contactcentres.be of Belgium, and President ECCCO (European Confederation of Contact Centre Organisations);Roberto Meir,Publisher, Consumidor Moderno and President, ABRAREC-Brazil
Today’s call and contact center industry has both a domestic dimension, with each country serving its own customers, and an international one, as companies and organisations serve and sell to customers across borders. While domestic centers face challenges country by country, experience shows that these challenges are similar wherever you look across the globe. And in the international scene the challenges are by their very nature global.
Listen to this exciting 60 minute exchange across the world as we discuss:
• Technology: how can we leverage the benefits of productivity and efficiency increase without alienating the customer?
• People: as our industry develops so too is the profile changing, of those who work in and who supervise what is essentially a people business. How can we find new recruits? And how can we motivate them and keep them with us?
• The customer: despite the benefits of technology we fail many times to woo our customers. What can we do to regain their love and their esteem?
• The rule makers: what can we do to make self-regulation really work, so the unions and the legislators agree we are doing a good job and leave us alone?
• Multiple country: what are the keys to the successful management of call/contact centers located in multiple countries
Our moderator Philip Cohen, Sweden, has worked in some 40 countries in all the continents of the world (except Antarctis!). With over 30 years of industry experience he has received recognition with numerous international awards, including the Direct Marketing Association (Telephone Marketing Excellence Award), American Teleservices Association (Hall of Fame: International Teleservices Champion) and the International Call Center Summit (one of the world’s five most influential people in the development of international call centers throughout the 1990’s).
The Contact Centre Global Forum is a new global initiative to unite the contact center industry. The Forum, which will be held for the first time in Cannes, France, between 25 and 27 April 2007 and annually thereafter, will bring together senior decision makers from contact centers around the world to address the challenges facing this fast maturing industry. They have won the support of 24 industry associations from 22 countries across EMEA, Asia and the Americas with more expected to follow. The Forum and its partners will sponsor a series of international events on CRMXchange and provide content for CRMXchange’s new international section.
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