Americas Summit 2002
The North American Contact Center Summit
January 22-23, 2002
Sponsors:
Spherion Workforce Architects | PROESA
Official Publication:
CC News
Speakers:
Steve Cain, Gartner; Christine Corelli, Christine Corelli & Associates; Gene DePrez, PricewaterhouseCoopers; Keith Fiveson, ITESA Consultants; Brian Huff, Datamonitor; Sean Kell, McKinsey & Company; Deepak Khandelwal, McKinsey & Company; Bill Parker, Spherion Workforce Architects; Frank Pereira, Coleman Consulting Group; Jim Rowan, Rowan Consultants; Asim Saber, Willow CSN Inc.
PROGRAM
Monday January 21
6:00 pm Evening welcome reception
Tuesday, January 22
7:30 am Continental breakfast
Opening Keynote
8:30 am - 10:00 am Virtual World: Footprint of the Future
Survival of the Finest in the 21st Century
Christine Corelli, President, Christine Corelli & Associates
Competition has always been tough, but in today's volatile economy, it's fierce. Quantum advances in telecommunications, computer technology and the emerging, ultra-sophisticated convergence of multiple channels of communication have brought us into an "Era of Speed" where the customer rules and no one knows for certain what the future holds. Today's leaders are seeking answers to some hard questions: How can we survive this tough economy? How can we keep people motivated through downsizing, reorganization and instability? Your ability to lead people through tough times and leverage new power for superior competitive advantage by utilizing speed, new technology and strategic alliances is an essential imperative when plotting your footprint for the future. There will be winners and losers for certain, but the attitude and leadership we cultivate today will determine our survival in the 21st century.
10:00 am - 10:15 am Refreshment break
10:15 am - 11:15 am Choosing the Right Outsourcing Partner in an Evolving Economy
Bill Parker, CCD President, Spherion Corporation
Once you have gained a better understanding of the critical foundation of this partnership, you must develop your business model based on a list of checks and balances before you pass the baton. This session will provide insight into the elements considered essential to your strategic plan.
11:15 am - 11:30 am Refreshment break
11:30 am - 12:30 pm Forward Technology: What's Hot
Keith Fiveson, Founder & CEO, IT Enabled Services Alliance, Ltd.
Call Center/Contact Center Evolution this session will focus on the evolution of new technology and telecom options. Addressing the continual changes and challenges of managing customer interaction and relationships, Web commerce and multiple channels of access on a global basis. Network services and technology options now enable a "world of possibilities" managing, locating and outsourcing operations.
12:30 pm - 1:30 pm Networking Luncheon
1:30 pm - 2:30 pm Managing the People Who Deliver the Vision
Frank Pereira, Principal, Coleman Consulting Group
Contact Centers are continually challenged with delivering the corporate vision and culture to the customer. Managing a high performance internal team to service a diverse 24-hour economy is a formidable task. William will address issues including efficiency, productivity, customer relations and employee morale in order to create an environment of loyalty and individual commitment from front line to back office.
2:30 pm - 4:00 pm Interactive Forum; Refreshment Break
4:00 pm - 5:00 pm Customer Relationship Outsourcing in an eServices World
Brian Huff, Managing Analyst, CRM Group, DataMonitor
Transformed by the business paradigm shift in the mid-90s from processes to people, coupled with the raise of CRM, traditional outsourcers have evolved from handling overflow calls to become beacons of multi-media customer care. Armed with best-of-breed CRM technologies and customer care process expertise, the new CRM outsourcer is marching up to the front door of the enterprise with one message: You need me. This session will explore the present opportunities and drawbacks of customer care outsourcing. In addition, it will explore the nature of the new eServices environment that has sparked growth in Customer Relationship Management market.
5:00 pm Networking Reception
Wednesday, January 23
7:30 am Welcome back - Continental breakfast
8:30 am - 10:00 am Location, Location, Location
Gene DePrez, Americas Director, Global Location Strategies, PricewaterhouseCoopers
The motto of the Real Estate world is not all that it seems. There are many critical ingredients in determining the most desirable location for contact center set-up. Lets take a look at the challenges and opportunities in determining the right location from which to serve your North American customers.
10:15 am - 11:15 am Customer Care in a New World
Deepak Khandelwal & Sean Kell, McKinsey & Company
This presentation will describe some viewpoints on the strategic importance of customer care in the next couple of years. It will explore five new dimensions of customer care that are being enabled by the recent advances in technology. Additionally it will describe the value creation potential and provide case studies of companies already capturing that value. Finally, it will highlight the imperatives for corporations to move forward and remain ahead of their competitors.
11:30 am - 12:30 pm Benchmarking to Achieve Breakthrough Performance and Profit!
Steve Cain, CC-HD Practice Manager, Director, Gartner
In a constantly changing economy, maintaining your customer operations hub as a profit point, not a cost-drain, is essential to your survival. Learn how to achieve extraordinary service excellence and profits from your customer contact center, while eliminating service inefficiencies. Steve will present the latest bench-marking techniques that deliver actionable results to achieve breakthrough performance.
12:30 pm - 1:30 pm Networking Luncheon
1:30 pm - 2:30 pm Prime Time Anywhere Anytime A look at Telecommuting
Asim Saber, Chief Executive Officer, Willow CSN Incorporated
Cutting costs, continuing excellent service and maintaining a happy loyal workforce are important components to contact centers everywhere. Explore the world of telecommuting. Asim Saber will define the critical needs including new management models, remote agent workforce recruitment, screening, training and network applications, along with remote technical support when considering telecommuting as an option. Learn from his experience factors you must analyze to decide if telecommuting can work for your organization.
2:30 pm - 3:00 pm Tying Up the Loose Ends "Open Mike"
Engage your peers with your most daunting questions. Quick questions, quick answers.
Closing Keynote
3:00 pm - 4:00 pm When the Unthinkable Happens
Jim Rowan, Partner, Rowan Consultants
Are you prepared? Did you know that contact centers conduct about $1 trillion worth of business each year? Whether it's your contact center or an outsourcing bureau servicing your company, when disaster strikes you may not have time to plot your course of action. Learn how to set up an actionable contingency plan to deal with major interruptions to critical business processes. Mr. Rowan will take you through the steps that must be taken to protect your most valuable asset contact with your customers.
