Joint Venture Location Exposé
CONTACT CENTER OFFSHORE IN BRAZIL – 2nd Edition
Contact Center Anywhere
June 18-20, 2007 • São Paulo, Brazil
Diamond Sponsor:
ACS
Sponsors:
Proxis | FisioLider | Earsetr |
Contractors | Contact Solution | Affair System
Supporters:
Associação Brasileira de Telesserviços | Governo do Estado de São Paulo | CIAC Certification | American Teleservices Association |
BNDES | Tatica Ambiental
Official media:
Cliente SA | Relatorio Bancario |
Latin Trade | Latin Business Chronicle | crmXchange | Site Selection
Partnered with:
Instituto de Telemarketing
Speakers:
Marcos Borges, INMETRO; Jimmy Cygler, Proxis; Albert Deweik, NeoAssist; Flavia Egypto, ACS; Hélvio Ferreira, Oi; Keith Fiveson, ITESA; Maria Aparecida Garcia, ACS; Pablo Robert Gião, PUC – SP; Adriane Laste, Zanc; Célia Leão, House of Representatives; Jose Eduardo R Lima, ACS; Renata Matsmoto, Employee Rights and Safety in the Workplace; Miguel Muniz, Avaya; Luigi Nese, State of São Paulo; Jarbas Nogueira, ABT; Dr. Carlos Américo Pacheco, State of São Paulo; Ronaldo Martins Pessoa, Department of Technology; Dr. Vanessa Pereira Rodrigues, Pinhão and Koiffman; Cynthia Salem; Pauline Sebok; Júlio Semeghini, Commission of Science, House of Representatives; Solange Shehtman Tobias, Institute of Telemarketing; Dr. Carolita Borges Vasconcelos, Fisiolider
Program
Monday, June 18
08h30 — Registration – Pick up support material
08h30 – 09h00 — Welcome refreshments
09h00 – 09h15 — Official Opening Remarks
Dr. Carlos Américo Pacheco, Associate Secretary of the Secretariat of Economic Development of the State of São Paulo
Solange Shehtman Tobias, President of the Institute of Telemarketing
09h15 – 10h00 — Lecture: The Vision of the Commission of Science, Technology, Communication and Computer Science of the Federal House of Representatives, on the Expansion of the Contact Center Sector in Brazil
Speaker: Júlio Semeghini, Representative and President of the Commission of Science, Technology, Communication and Computer Science of the House of Representatives
Facilitator: Mucio Alvaro Dória
10h00 – 10h30 — Coffee break and networking
10h30 – 11h30 — Panel: The Future of the Contact Center in Brazil
Speakers: Jarbas Nogueira, Executive President of ABT – Brazilian Teleservices Association; Luigi Nese, Vice-President of the FESESP – Federacy of Services of the State of São Paulo, President of the CNS – National Confederation of Services, and President of the SEPROSP – Union of the Companies of Data Processing and Services of Computer Science of the State of São Paulo
Facilitator: Vilnor Grube, Publisher, Cliente SA
11h30 – 12h30 — Panel: Tax Initiatives and Legal Issues for the Contact Center Offshore Market
Speaker: Dr. Vanessa Pereira Rodrigues of Pinhão and Koiffman, Lawyers
12h30 – 13h30 — Lunch
13h30 – 14h30 — Lecture: Overview of the Global Market, Focusing on the Successful Offshore Operations of India and the Philippines
Keynote International Speaker: Keith Fiveson, CEO and founder of ITESA
14h30 – 15h15 — Lecture: The Brazilian Economy – Market Opportunities
Speaker: Célia Leão, Member of the House of Representatives
15h15 – 15h45 — Coffee break and networking
15h45 – 16h45 — Panel: Language: the Great Debate in Offshore Call Centers
Speakers: Pauline Sebok and Cynthia Salem
Facilitator: Doris Buchmann Debatedoras
16h45 – 18h00 — Case Study Presentation: Challenges and Successes of Implementing a Brazilian Offshore Operation
Speakers: ACS – Jose Eduardo R Lima, Flavia Egypto; Zanc – Adriane Laste; Proxis – Jimmy Cygler
Tuesday, June 19
08h30 – 09h00 — Welcome refreshments
09h00 – 09h45 — Lecture: BNDES – Programs and Incentives for Contact Centers to Attract Inward Investment
Speaker: Ronaldo Martins Pessoa, Economist – Industrial area, Department of Technology
Facilitator: Mucio Alvaro Dória
09h45 – 10h45 — Panel: Technology & Infrastructure Support for Industry Growth
Speakers: Albert Deweik, President of Sales & Marketing for NeoAssist; Hélvio Ferreira, Manager of Oi
Facilitator: Mucio Alvaro Dória
10h45 – 11h15 — Coffee break and networking
11h15 – 12h00 — Lecture: Intelligent Data Systems; Value Added Performance Excellence
Speaker: Jimmy Cygler, President of Proxis Contact Center
Facilitator: Mucio Alvaro Dória
12h00 – 13h00 — Lecture: Critical Factors of Success for the Operation of Contact Centers
Speaker: Marcos Borges, INMETRO
Facilitator: Mucio Alvaro Dória
13h00 – 14h00 — Lunch
14h00 — 14h30
Speaker: Renata Matsmoto, Employee Rights and Safety in the Workplace
14h30 – 15h30 — Panel: Human Resources – Qualifications and Training for Contact Center Professionals; Criteria for Offshore Projects and Quality of Life in the Workplace; Presentation of "Attrition Reduction through Incentive and Motivational Programs in the Workplace”
Speakers: Maria Aparecida Garcia, HR Manager for ACS; Dr. Carolita Borges Vasconcelos, Manager of Fisiolider; Solange Shehtman Tobias, President of the Institute of Telemarketing
Facilitator: Thais Helena Oliveira
15h30 – 16h00 — Coffee break and networking
16h00 – 16h30 — Lecture: Current IT Trends and New Service Platforms
Speaker: Miguel Muniz of Avaya
Facilitator: Marcos Cantarino
16h30 – 17h15 — Brazil and the Global Market – Opportunities for Expansion
Speaker: Pablo Robert Gião, Professor of Administration PUC – SP and in Adm FEA-USP in Offshoring
17h15 – 18h00 — Recognition Awards for Companies who have Demonstrated Leadership in Development of their Offshore Operations
18h00 — Closing
Wednesday, June 20
International Investor Focus Group – See separate agenda for Facility Tours
