Contact Canada Summit 2004
The Contact Canada Summit
Sept. 12-15, 2004 • Saint John Hilton & Convention Centre
Saint John, New Brunswick, Canada
Hosts:
Business New Brunswick | Aliant
Official Publications:
Contact Professional | SITE Selection
Endorsements:
American Teleservices Association | CIAC | Contact Center Employer of Choice
Speakers:
Mark Arend, Site Selection; Margo Beckwith-Byrne, Cendant Canada Inc./Hotel Contact Centers; Patsy Bertoia, FedEx Express Canada; Philip Cohen, Philip Cohen Consultant AB; Steve Demmings, Site Selection Canada; Jeff Doran, Contact Center Employer of Choice; Keith Fiveson, ITESA; Perry Kendall, Delta Hotels Global Reservation Service; Brian Krieger, Government of British Columbia; Ray Littlewood, Xerox Canada Ltd.; John Rooke, Montreal International; David L. Ross, ITESA; David Shapiro, Minacs Worldwide; Brian Villeneuve, Ontario Ministry of Economic Development and Trade.
PROGRAM
Sunday, September 12
12:00 noon - 1:00 pm — Pre-Summit Workshop "Meet & Greet" luncheon
1:00 - 5:00 pm — Pre-Summit Workshop
Attract Investors to Your Location
Philip Cohen, Philip Cohen Consultant AB
This session will allow you to develop key insights and tools to better analyze and strengthen your objectives, generate a hot short list, and determine which value added incentives will help you to reach your ultimate goal.
- What are the factors that lead to a location decision?
- What must players in the market do to attract contact center investments?
- How is the market developing in light of the political debate on offshore business?
6:00 - 9:00 pm — Opening networking reception — The New Brunswick Museum - Whale Gallery
Monday, September 13
7:30 - 8:45 am — Networking breakfast
9:00 - 9:15 am — Welcome Remarks
Official New Brunswick representative
9:15 - 10:15 am — Delta Hotels and Fairmont Hotel & Resorts
Global Reservation Centers – Case Study Presentation
Perry Kendall, Manager, Delta Hotels Global Reservations Services, representing Fairmont Hotels & Resorts Global Reservation Centre and Delta Hotels Global Reservation Services
Delta Hotels and Fairmont Hotels & Resorts are often considered the brands of choice when travelers select their destination hotel. Carrying out this mission requires top quality service management that starts from the moment a potential guest calls to make a reservation. Perry will take us through the thought process behind the decision to locate their centers in New Brunswick and provide a comprehensive, high level overview of the challenges and successes of their operations.
10:15 - 10:45 am — Refreshments
10:45 - 12:00 noon — The Canadian Panoramic Landscape: An Overview
Mark Arend, Editor, Site Selection Magazine
As U.S. companies rethink their contact center location strategies, sites closer to home have a new appeal. Canada's cost-of-labor advantage and proximity to the U.S. make it a natural alternative to locating in more distant markets. How, then, do U.S. companies evaluate Canadian locations? What are the factors that make a site in one province more attractive than a similar site in another? This session will reveal the tools and strategies used by location consultants and corporate real estate managers to identify the best sites and maximize their investment in Canadian contact centers.
12:00 noon - 1:45 pm — Networking lunch
1:45 - 2:45 pm — Cendant Corporation — Case Study Presentation
Margo Beckwith-Bryne, Vice President, Cendant Canada Inc. and Hotel Contact Centers
As a "fee for service" provider in the travel, hotel and tourism industries, Cendant Corporation handles critical customer service functions for such industry icons as Avis, Budget, Ramada, Howard Johnson, Coldwell Banker and Century 21, to name a few. Using case study examples, Margo will provide insight into the winning strategies and vision that drives Cendant's success in countries around the globe.
2:45 - 3:00 pm — Refreshments
3:00 - 4:00 pm — Capturing Value in a Global Market
Keith Fiveson, Founder and Managing Consultant, ITESA
David Ross, Partner Consultant, ITESA
What is your next move? Global markets are opening up. Do you have a global strategy to maintain your competitive advantage, growth and profitability? What about the risk? This session will address global risk and opportunities; people, technology and financial structure. Keith and David will address questions, provide strategic examples and help participants understand how they may reduce risk, while capturing value in the global market.
4:00 - 4:15 pm — Refreshments
4:15 - 5:15 pm — Power Partnerships: Outsourcing — Partnering for Profit
David Shapiro, Senior Vice President, Global Business Development, MINACS Worldwide Inc.
Develop sound strategies to engage in a successful, enduring and profitable outsourcing partnership. By identifying your most profitable customers, learn to intensify your competitive advantage by maximizing your customer service while at the same time increasing the bottom line. Using case study examples, our speaker will show you the essential tools needed to make your Power Partnerships work.
5:30 - 7:30 pm — Networking reception — Loyalist Room
Tuesday, September 14
8:00 - 9:00 am — Networking breakfast
9:00 - 10:00 am — Xerox — Case Study Presentation
Ray Littlewood, Director - Saint John Welcome Center, North American Welcome Center Operations, Xerox Canada Ltd.
The North American welcome centers are a critical component in the over-all customer service delivery model for Xerox Services. Changing product technology, cost management and increasing customer expectations have been the catalysts for a transformation in the role of the welcome centers. Ray will discuss the vision and strategies driving the ever-changing role of the welcome centers and the impact on customer satisfaction and customer value.
10:00 - 10:15 am — Refreshments
10:15 - 11:15 am — Technology: Leading the Leading Edge
In today's business environment every customer has endless choice, and every competitor has global reach. Customer loyalty is the competitive advantage that everyone seeks and is the foundation for success. Your customer's experience must exceed what's offered from the rest of the pack in order to maintain that leading edge. Through case study examples, this presentation will highlight the newest technologies that are taking the industry one step beyond, to satisfy the needs of those organizations in pursuit of excellence.
11:15 - 11:30 am — Refreshments
11:30 am - 12:30 pm — The Importance of Branding Excellence — Contact Center Employers of Choice
Including a Dynamic Corporate Case Study: FEDEX – Excellence in Action
Jeff Doran, President, CCEOC
Patsy Bertoia, Managing Director Customer Service Canada, FEDEX
Mr. Doran will discuss the Contact Center Employer of Choice concept, its importance, and its application in the contact center industry. Employment market trends and contact center statistics will also be reviewed, along with an assessment strategy that works to more accurately align contact center HR management initiatives with corporate goals and objectives. He will help provide a deeper understanding regarding the people component of the contact center, and the methodology outlined will show an effective process for achieving this unique industry designation. Executives will learn about a leading edge approach to positioning and branding their organization for enhanced recognition, improved customer service and performance excellence. Corporate leaders who embrace this concept will be viewed as innovators and champions in this very challenging area of their organizations.
12:30 - 1:45 pm — Networking lunch
1:45 - 3:45 pm — Canada Coast-to-Coast Panel Exposé
Meeting American Demand With Canadian Opportunities — The Canadian Customer Contact Center Sector in 2004
Overview and facilitation by Steve Demmings, President, Site Selection Canada
Steve will provide an overview of the recent customer contact center deals announced in Canada and why American companies are its biggest investor in job creation and investment. His presentation will also provide insights on successful strategies that are being utilized by various Canadian communities and provinces to attract new contact center jobs and investment to their regions. Executives will develop an appreciation for the nature of competition in a global economy and how that competition is likely to intensify in the future.
Nova Scotia
Atlantic Canada Case Study
Martin Walker, Director, Business Growth, Nova Scotia Business Inc.
Montreal
Metro Montreal Answers the Call When It Comes to Growing Your CRM Business
John Rooke, Director, Business Development, Montreal International
John will present the latest developments and present status of the Metro Montreal vibrant CRM industry in terms of: in-coming foreign investments and major local expansions, financial packages and training programs offered by the provincial government, and some of the challenges of being considered a Tier 1 city in Canada.
Ontario
Brian Villeneuve, Senior Business Consultant-Call Centres, Ministry of Economic Development and Trade, Government of Ontario
Brian will outline the advantages for American companies of locating call centers in Ontario, and the rationale and strategies behind the decisions of some American companies that have already established in Ontario.
British Columbia
Brian Krieger, Program Manager for E-Business Centres, Government of British Columbia; and Director, BC Linx, the province's Contact Center Attraction Team
Through Linx BC, Brian has been involved in bringing 12 U.S.-based contact centers to British Columbia. These companies have created more than 8,000 new jobs while lowering their own operating costs by $25-$50 million per year. Brian will showcase two prominent U.S. companies, eBay and Teleperformance USA, discussing their requirements, selection processes and ultimately their reasons for locating in British Columbia.
3:45 - 4:15 pm — Beyond the 49th Parallel — What the Future Holds
4:15 - 5:00 pm — Farewell networking reception
Wednesday, September 15
9:00 am - 4:00 pm — Facility Tours
Departing from the front entrance of Saint John Hilton Hotel; lunch included
Join our Canadian hosts, Business New Brunswick and Aliant, on a whirlwind tour of successful business models and dynamic working environments that have located their contact centers and back office operations in New Brunswick. Don't miss this opportunity to learn from, and experience first-hand, the accomplishments of these leading contact center facilities.
