Americas Summit 2004
The Contact Center & Strategic Sourcing Summit of the Americas
The Caribbean, Latin America and North America
February 8-11, 2004 • Half Moon Club Resort • Montego Bay, Jamaica
Hosts:
Jamaica Promotions Corporation | Jamaica Digiport International
Sponsors:
e-Services Group International | Cable & Wireless Jamaica | Nortel Networks | Precision Response Corporation
Additional Sponsors: Allstream Corporation | Avaya Inc. | TIDCO
Official Publications:
Latin Trade | Contact Professional | SITE Selection
Endorsement:
American Teleservices Association
Speakers:
Jemima Bowden, Avaya Caribbean & Latin America; Cornell Buckradee, Tourism and Industrial Development Company of Trinidad and Tobago Limited; Patrick Casserly, e-Services Group International & SITEL Caribbean; Kit Cooper, Hispanic Teleservices Corporation; Vickie Marvich, Nortel Networks; Thomas P. Moroney, Precision Response Corporation; Hon. Phillip Paulwell, Minister of Commerce, Science and Technology, Jamaica; Ross Richardson, Allstream Corporation; Julian Robinson, Jamaica Promotions Corporation; Tim Searcy, American Teleservices Association
PROGRAM
Sunday, February 8
6:00 - 9:00 pm — Opening networking reception — Royal Pavilion
Monday, February 9
Summit Host: Jamaica Promotions Corporation
7:30 - 8:45 am — Networking breakfast Sponsored by Avaya
9:00 - 9:15 am — Welcome remarks
Honourable Phillip Paulwell, MP, Minister of Commerce, Science and Technology, Government of Jamaica
9:15 - 9:45 am — Jamaica: The Premier Nearshore Investment Location
Julian Robinson, Manager Investment Promotion, Jamaica Promotions Corporation
9:45 - 10:45 am — Site Selection Case Study — Locate to Succeed
e-Services Group Intl. (e-SGI) – A Case Study
Patrick Casserly, CEO, SITEL Caribbean / Founder & CEO e-Services Group International
Patrick Casserly will take you on a journey of vision and growth through the stages of site research, process planning and implementation. He will address the challenges faced in the creation of this operation and successfully growing the e-SGI center from servicing a single client occupying 5,000 square feet of a refurbished rice warehouse to servicing seven clients occupying 86,000 square feet, with a staff complement of 1,060. All of e-SGI clients are American-based Fortune 500 companies.
10:45 - 11:15 am — Refreshments
11:15 am - 12:15 pm — Technology Talks — Optimizing your Contact Center to Full Potential
Jemima Bowden, CRM Strategies, AVAYA CALA
As technology continues to transform the contact center industry, AVAYA is devoted to developing those technological strategies that enable new services and maximize performance while reducing cost. Our speaker will define the characteristics of the most popular innovations that are taking contact centers to new heights in service excellence throughout the Americas.
12:15 - 1:45 pm — Luncheon & networking
1:45 - 2:45 pm — Expanding Your Strategic Options — Precision Response Corporation
Rod Kassmeier, VP Business Development, Precision Response Corporation
The Americas contact center landscape is changing rapidly. More and more companies are opting to consolidate or expand their service centers while seeking opportunities to operate in nearshore lower-cost environments. Having completed a search and discover mission of its own, PRC will share a comparative analysis of what this expansive region has to offer.
2:45 - 3:00 pm — Refreshments
3:00 - 4:00 pm — E-mail Security: What's the Answer? ... PREDICT, PREVENT, DESTROY
Rogelio Richards Douglas, Vice President Caribbean & Latin America, Sonicwall
Organizations around the globe are concerned about new and emerging security threats to their businesses that surpass typical network-level attacks. Information technology and security managers are indicating the main threats to their networks are from Internet and computer-generated Trojans and worms, e-mail and Web attacks, and database attacks, as well as threats that exploit known software vulnerabilities. With the growing number of global attacks and variety of viruses in existence, businesses that want to protect themselves from the cost and inconvenience of these invasions are in need of a new line of defense. Our speaker will explain some of the options becoming available in the evolving arsenal of defense against this formidable foe.
4:00 - 5:00 pm — Interactive Forum (Refreshments available)
This is your opportunity to debate hot topics with your peers, benefit from each others' knowledge and experience, and to develop innovative solutions to some of today's outsourcing, site selection and contact center strategy issues.
5:30 - 7:30 pm — Networking receptions — Oleander Terrace
Tuesday, February 10
8:00 - 9:00 am — Networking breakfast
9:00 - 10:00 am — Stop Talking to Yourselves! The Future of Outsourced Teleservices
Tim Searcy, Executive Director, ATA (American Teleservices Association)
As the spokesperson for the teleservices industry in the United States, Tim will describe the present and future of outsourced teleservices. How do nearshore companies comply with the dizzying array of state and federal laws and regulations? What is the economic outlook for teleservices outsourcing? Where are the potential pitfalls and opportunities for companies wanting to capitalize on the offshore outsourcing movement? With unique insight and wit, Tim will outline the necessary steps to succeed, and illuminate the playing field for both those who outsource and the providers of outsourced teleservices.
10:00 - 10:15 am — Refreshments
10:15 - 11:15 am — The Culture of Innovation: Shaping the Evolution of Communications
Vickie Marvich, Worldwide Director Contact Centers, Nortel Networks
Through case study example, Ms. Marvich will discuss the new innovative strategies and flexible technologies currently being implemented for Nortel's customers. By eliminating the boundaries of wireline and wireless, and by providing flexibility and mobility, new technologies substantially increase value and convenience to global communications, and profitability and competitive advantage to customers.
11:15 - 11:30 am — Refreshments
11:30 am - 12:30 pm — Critical Strategies — Achieve Competitive Advantage
Kit Cooper, President, Hispanic Teleservices Corporation
Quality in-language and acculturated customer support is critical to achieving competitive advantage in a well integrated multicultural initiative. Corporations are realizing the value of increased specialization to capitalize on the economically powerful global Hispanic market. Using case study examples, we will take a strategic look at the cultivation and management of unique customer relationships in this vibrant marketplace.
12:30 - 1:45 pm — Americas Showcase — Networking luncheon
1:45 - 3:45 pm — Expanding Horizons Panel Exposé and Discussion
Panelist presentations followed by facilitated discussion analyzing the pros and cons differentiating these unique regions.
The Caribbean
Nearshore-offshore considerations will be profiled by prominent Caribbean locations highlighting the experience of operating or outsourcing in this quickly evolving region.
Presentation exposé by Cornell Buckradee, Industry Specialist, Trade and Investment Unit, Tourism and Industrial Development Company of Trinidad and Tobago Limited
Latin America
Follow the call center development in the Republic of Panama as we explore recent landmark legislation and service infrastructure updates. Highlights of this emerging location are shared as we learn about the various contributing factors that are putting the Republic of Panama on the contact center map.
Presentation exposé by Salvatore Bacile, Rivera, Bolivar Y Castanedas, Republic of Panama
North America
Learn from case studies of successful business models whose base operations, initiated in North America, have afforded them sustained growth and prosperity as they strategically evolve their corporate vision.
Presentation exposé by Ross Richardson, Senior Manager, Voice Packaged Services, IP Telephone & Contact Centres, Allstream Corporation
3:45 pm — What Is Over the Next Horizon?
Discussion, recommendations and wrap-up
Piña Colada farewell networking reception — Village Gazebo
Wednesday, February 11
9:00 am - 1:00 pm — Facility Tours
Departing from the front desk (Royal Villas); lunch included
Join our Americas host, Jamaica Promotions Corporation, on a whirlwind tour of successful business models and dynamic working environments that have located their contact centers and back office operations in the Montego Bay area. Don't miss this opportunity to learn from and experience first-hand the accomplishments of leading contact center facilities located in Jamaica.
Sites include: e-Services Group International, National Asset Recovery Services, Inc., VistaPrint Limited.
