Asia Pacific Summit 2002
The Asia Pacific Contact Center Summit
May 12-14, 2002
Sponsors:
Call Center Hawaii | ITESA | Kerala IT Mission
Additional Sponsor:
Source One
Speakers:
James W. Bagwell, NASA; Paul J. Crowley, Penncro Associates, Inc.; Leo-Paul Dana, BA, MBA, PhD, World Association for Small & Medium Enterprises; Gene DePrez, PricewaterhouseCoopers; Keith Fiveson, ITESA Consultants; Terry Hueneke, Manpower Inc.; Deepak Khandelwal, McKinsey & Company; Eugene Lee, Cisco Systems, Inc.; N.R. Mahalingam, Kerala IT Mission; Punita Pandey, netCustomer Inc.; Scott Sivik, American Healthways; Betsy Ziegler, McKinsey & Company
PROGRAM
Monday, May 13
7:30 am — Continental breakfast
Opening Keynote
8:30 am - 10:00 am — Welcome and Keynote Presentation
Asia Pacific: Making it Happen in the Global Economy
Leo Paul Dana, B.A., M.B.A, Ph.D., Senior Advisor, World Association for Small & Medium Enterprises
Asia Pacific has become a very important region for commerce since the easing of trade barriers and expansion of the global economy. The effect of globalization has had a tremendous impact on Asia Pacific, not only through the creation of big multinational corporations, but their effects on social values and the nature of doing business resulting from this increased competition. Join Professor Leo Dana, a leading, world-renowned economist and author to explore the internationalization of Asia Pacific and its attractive, entrepreneurial and culturally diverse business community.
10:00 am - 10:15 am — Refreshment break
10:15 am - 11:15 am — Hawaii: Case Studies
Scott Sivik, Regional Vice President, American Healthways
Paul Crowley, CEO and Founder, Penncro Associates, Inc. – A Financial Services Company
Hawaii provides a strong environment for technology-driven business to thrive. Streamlined business regulations help expedite new business development, whether starting a business, site selecting or strategically partnering for contact center services. We will look at two corporate studies reflecting on the steps taken, leading to the decision to build and/or outsource in Hawaii in pursuit of establishing a presence in the Asia Pacific marketplace.
11:15 am - 11:30 am — Refreshment break
11:30 am - 12:30 pm — Serving Your Customers from Asia Pacific
Betsy Ziegler, Engagement Manager & Deepak Khandelwal, Associate Principal, McKinsey & Company
Companies are constantly striving to find more effective and efficient ways of providing customer care in this increasingly competitive environment. Recent developments have made serving your customers from Asia Pacific a viable option. This presentation will highlight the decision-making process to evaluate if the Asia Pacific option is right for you, and provide case studies of companies that have elected to go this route.
12:30 pm - 1:30 pm — Networking Luncheon
1:30 pm - 2:30 pm — Human Capital in the Asia-Pacific Contact Center of the Future
Terry Hueneke, Executive Vice President, Manpower Inc.
Declining growth rates of the population in a number of Asia-Pacific geographies naturally leads to a slowing of the growth of the labor force. Once strategic locations have been selected based upon availability of labor, the staffing challenge begins. The contact center of the future will succeed in direct correlation to the success of recruiting, training, motivating and retaining staff. This will become increasingly difficult in a tightening labor market as firms compete for resources needed to match growth projections. As Manpower employs some 2 million workers annually in 59 countries, much has been and continues to be learned about business and industry’s key asset — human capital.
2:30 pm — Refreshment service
2:30 pm - 4:00 pm — Passport to Asia Pacific (Panel exposé on region)
Facilitator: Keith Fiveson, Managing Director, IT Enabled Services Alliance Inc.
Join the information exchange as Asia Pacific contact center experts present mini exposés and debate hot issues both local and global in nature. Representatives will include: Hawaii, Australia, China, India, Japan, Malaysia, New Zealand, the Philippines and Singapore.
4:00 pm - 5:30 pm — Contact Center of the Future
Punita Pandey, Chairman and CEO, netCustomer Inc.
Ms Pandey will share her insights gained from working with leading high-tech companies in integrating multiple contact channels in complex support scenarios. She will discuss the key attributes of the contact center of the future — one that includes a state-of-the-art technology infrastructure and highly qualified, globally-distributed contact center staff. Learn how
to fine tune your operation to achieve optimum performance and deliver unparalleled service to your customers.
5:30 pm — Networking Reception
Tuesday, May 14
7:30 am — Welcome back - Continental breakfast
8:30 am - 10:00 am — All Eyes on Asia Pacific
Gene DePrez, Director, Global Location Strategies, PricewaterhouseCoopers
As the corporate world continues to expand into new and evolving markets, as well as tried and true business locations, business leaders are evaluating their options with a new vision to the future. Tax incentives, de-regulation, lower labor costs and a highly educated, motivated work force are all contributing factors when coming to a final decision. We will examine demographic research which highlights critical elements in determining the right location from which to run your Asia Pacific operation.
10:00 am - 10:15 am — Refreshment break
10:15 am - 11:15 am — Advancing Technology in a Networked World
Eugene Lee, Vice President, Worldwide Enterprise Mktg., Cisco Systems, Inc.
Web-based tools and services are an integral part of customer care programs for virtually every business and their role in customer service will continue to increase. Mr. Lee will focus on the ongoing evolution of network services and technology options, touching on some case analyses from different Asia Pacific country-based clients. He will discuss how this advancing technology will shape the future of the contact center industry and global customer care in a networked world.
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 — Industry Case Study – Destination Kerala
N.R. Mahalingam, Chief Operating Officer, The Kerala IT Mission
During this session you will hear from Kerala’s government leaders and executives representing IT, call centers and training. This session will explore questions that global companies have regarding key issues, concerns and opportunities. It will look at the Infrastructure, Technology, Telecommunications, Human Resources and Economics for Incentives for doing business in Kerala, India.
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 — The Future of Communication: Today The World, Tomorrow the Universe
James W. Bagwell, Manager of Commercial Communication Program, NASA
For more than 30 years NASA has conducted space programs that have either direct or indirect application to our lives on Earth. Two of these are communications and remote sensing. NASA has been at the forefront of every major breakthrough in communications satellite technology and applications leading to the very vital industry that we have today. Government and commercial remote sensing, while still in their infancy, have significant potential for increases in both business opportunities and improvements in our quality of life. James Bagwell, Program Manager for Commercial Satellite Communications Technology in the Space Directorate at NASA’s Glenn Research Center, will describe recent advances in technology, the opportunities these afford the public and, more specifically, the contact industry. He will also provide an exciting glimpse into the future via the visionary programs NASA is planning.
Wednesday, May 15
Post-Summit Site Tours
As an added feature and at no additional cost, relevant industry site tours will be coordinated to follow the Summit program.
- American Healthways, Inc. — The nation’s largest provider of comprehensive health care enhancement programs.
- Pacific Center for Advanced Technology Training (PCATT) — Established in partnership with major technology vendors including Autodesk, Cisco, Microsoft, Oracle and Sun, delivering advanced contact center training with the latest technology.
- First Hawaiian Bank — First Hawaiian is the leading financial services company in Hawaii.
