Americas Summit 2005
The Contact Center & Strategic Sourcing Summit of the Americas
North America, the Caribbean, Latin America
January 24-26, 2005 • Eden Roc Resort • Miami Beach, Florida
Sponsors:
TELvista | Avaya Inc.
Additional Sponsors:
Stratasoft Inc. | Jamaica Promotions Corporation | TIDCO
Media Partners:
SITE Selection | Contact Professional | Latin Trade | ContactCenterWorld.com
Endorsements:
American Teleservices Association | CIAC | Contact Center Employer of Choice
Speakers:
Fredia Barry, Call Center Industry Advisory Council; Steve Brubaker, InfoCision Management Corporation; Philip Cohen, Philip Cohen Consultant AB; Rogelio Richards Douglas, IBD Consulting California; Edwin Figueroa, Avaya Inc.; Keith Fiveson, ITES Alliance Advisory; Roger Gloddy, RAG’s & Associates; José Eduardo Ribeiro Lima, ACS Brazil; Michael McMorris, Jamaica Promotions Corporation; Bill Price, Driva Solutions, LLC; Brad Randall, Stratasoft Inc.; Higinio Sanchez, TELvista; Tim Searcy, American Teleservices Association; Carla Zarza, Frost & Sullivan
PROGRAM
Monday January 24
Pre-Summit Workshops:
8:00 am – 12:00 noon — Architecture of Strategic Outsourcing Partnerships
Bill Price, Founder, Driva Solutions LLC
Gain an understanding of the critical foundation of this most important partnership. Develop your business model on the essential list of checks and balances to develop your strategic plan. This workshop will take participants through the process of identifying the outsourcing options that should be considered, developing a business case for outsourcing, and the detailed process of selecting an outsourcing partner. The establishment of concise and effective procedures are fundamental to successfully realizing the objectives set forth in the business case.
1:00 – 5:00 pm — Attract Investors to your Location
Philip Cohen, Philip Cohen Consultant AB
How do you get contact centers to invest in your region/country? How do you even get on the prospect’s short list? What are the factors that determine where the center will be located? Despite DNC lists and the political debate about moving business offshore, this is a market that is still flourishing in the contact center industry — and not all the business is going to Asia! The Caribbean, Central and South America are all growing markets for this offshore segment. This session will focus on four things:
- What are the factors that lead to a location decision?
- What must players in the market do to attract contact center investments?
- How can you identify prospective investors (unique for every country, so they are not being chased by every country in the region!)?
- How is the market developing in light of the political debate on offshore business?
6:00 - 8:00 pm — Opening networking reception
Tuesday, January 25
7:30 - 8:15 am — Networking breakfast (Sponsored by Avaya Inc.)
8:30 - 9:30 am — Opening Address: Continuing the Revolution of Solutions
Dean Peters, Director of Marketing, Latin America & the Caribbean, Marriott International
Organizations have continually advanced and invested in new technology and equipment, improved on their procedures, and strategically aligned and re-aligned business processes in the never-ending challenge to exceed their customers’ expectations while staying above the competition. No matter what industry you are in, the care of your customers is the critical component to success. What is the next revolutionary solution to raise the bar in the customer care competition? The work environment of today’s contact centers is a far cry from what it appeared to be several years ago and has opened up many options for corporations to expand. Dean Peters, of Marriott International, will highlight some of the challenges and successes faced in the climb to service excellence as one of the world’s leading hospitality chains.
9:30 - 9:45 am — Refreshments
9:45 - 10:45 am — Technology – the Critical Enabler: What's Hot, Now and in the Future
Brad Randall, Director of Marketing & Strategic Initiatives, Stratasoft, Inc.
Staying ahead of the technology curve and delivering solid value and total solutions to your customers is a daunting task. With case study examples, our speaker will give you the birds eye view of the most current and popular trends that lead to the total solution. This presentation will highlight future enhancements to various technologies that are already taking the industry by storm. VOIP, speech technology, and mobility applications and their deployment are among the components to be discussed.
10:45 - 11:00 am — Refreshments
11:00 am - 12:00 noon — Evolving with the Vertical Horizon
North America, the Caribbean, Latin America: Contact Center & BPO Markets to 2008
Carla Zarza, Senior Analyst, Latin America Communications & IT, Frost & Sullivan
As the Americas market continues to evolve rapidly as a highly sophisticated and sought after multimedia contact center and sourcing environment, the picture has become vastly more complex than it was a few years ago. Expansion into new and evolving markets, along with tried and true business practices and strategic alliances, have business leaders constantly re-evaluating their options. Tax incentives, lower labor costs and a highly educated and motivated workforce diverse with cultures and languages, along with access to high-quality voice/data infrastructure, are all contributing factors when assessing this marketplace upfront and personal. Our speaker will highlight the main features present in the market in terms of size and dynamics, as well as an assessment on market potential, analyzing drivers and restraints in selected countries in the region.
12:00 noon - 1:30 pm — Networking luncheon and Showcase forum
1:30 - 2:30 pm — Strategic Alliances – Why Multinationals are Near-shoring
Edwin Figueroa, Managing Director, Avaya CALA; President, Avaya Puerto Rico
To combine the strength of world class communications technology, global support capabilities with exacting knowledge of local markets, environments and culture. To have access to an intellectual work force with a variety of languages at hand. To bring government, public and private sectors together on projects where all parties will benefit. These attributes make for a very compelling partnership. With a selection of case study examples, our presenter will show you how multinational industry leaders are aligning business and market strategies that have proven successful in partnering for strength and growth in the CALA region.
2:30 – 2:45 pm — Refreshments
2:45 - 3:45 pm — Preparation, Maintenance and Recovery When Disaster Strikes
Rogelio A Douglas, Owner, IBD Consulting California
Planning effectively is the key to minimizing the level of business operation disruption caused by natural or human disaster. For fast recovery of operations, forethought and plans need to anticipate alternatives for infrastructure, hardware, software, network security and, above all, a properly trained staff. This presentation will outline the practical aspects of a disaster plan, beginning with the needed executive commitment, personnel training, alternative suppliers, technology limitations and practical investments in duplications, etc.
3:45 – 4:00 pm — Refreshments
4:00 - 5:15 pm — Developing Contact Center Leaders for a Global Marketplace
Fredia Barry, President, Call Center Industry Advisory Council (CIAC)
What are the key traits shared by industry leading centers worldwide? What is the role of leadership in today’s dynamic business environment? How does leadership impact the success or failure of a center? How do contact center leaders acquire the know-how to achieve and sustain stellar performance in the center's people and operations? Execution, strategy, aligning business objectives, managing human capital, assessing technology needs...These and other essential elements of high performance contact center leadership will be discussed in this inspiring and thought-provoking session by CIAC.
As an added bonus, CIAC's Brazil-based partner, Instituto de Telemarketing, will present on the Brazilian contact center industry and how its work and partnership with CIAC is preparing Brazilian contact centers to become globally recognized leaders.
5:15 – 7:00 pm — Networking reception
Wednesday, January 26
7:30 - 8:15 am — Networking breakfast (Sponsored by TIDCO)
8:15 - 9:15 am — Post-Election Strategy: Shaping your Future to Meet Industry Challenges
Tim Searcy, CEO, American Teleservices Association
Post-election brings both certainty and ambiguity. Fortunately, the relationships we’ve been building during the past couple of years remain intact, as there is continuity in the leaders of the major regulatory bodies such as the FCC and FTC. On the other hand, we still have to work to keep these agencies from furthering the perceived benefits of regulating contact centers. This morning keynote will be about charting the course, addressing consumer needs and the importance of self-regulation.
9:15 – 9:30 am — Refreshments
9:30 - 10:30 am — The Power of Partnership – Outsourcing Case Study
Higinio Sanchez, President & CEO, TELvista
Outsourcing helps companies tap into a local market culture at a level which is often hard to achieve in an internal center that is affected by corporate culture. This case study will outline and highlight the components that are key to ensuring a powerful and profitable strategic partnership.
10:30 - 10:45 am — Refreshments
10:45 –11:45 am — Driving Strategic Value: Onshore? Nearshore? Offshore? Is It Really All In the Packaging?
Roger A. Gloddy, Founder & President, RAGS & Associates
A discussion around the decision of partnering or locating, and where. There are many service providers to choose from and as many locations. What should your decision be based upon, and in what order? Price, quality, integrity, ability and willingness to do whatever is necessary to take care of your customers are just a few of the considerations that must be measured. Hidden cost, track record, current and past clients and stability of governments must all be looked at before making a decision on with whom to outsource or locate. The packaging is very similar and the promise the same — “You will save a great deal of money with no loss in quality.” Don’t count on it! The good, the bad and the ugly will be shared in this session.
11:45 am - 1:15 pm — Networking luncheon
1:15 - 3:15 pm — Vertical Horizon Panel Exposé and Facilitated Discussion
Facilitated by Keith Fiveson, Founder and Managing Consultant, ITESA
North America – U.S.A. — The trend of outsourcing call centers offshore to locations like India was a hot topic in the U.S.A. during the 2004 election year. In response to the controversy and compliance/privacy issues for offshore centers, many U.S. companies are moving their call center operations back to America. Steve Brubaker will discuss operations and solutions that are thriving in America and highlight case studies of successful programs.
Steve Brubaker, Senior Vice President - Corporate Affairs, InfoCision Management Corporation
The Caribbean — Jamaica’s prominent position and nearshore solutions will be profiled, highlighting the successful experiences of operating or outsourcing to this quickly evolving region.
Micheal McMorris, Executive Director - Markets, Jamaica Promotions Corporation (JamPro)
Central America — The unique Latin American business relationship infrastructure, and the building of strategic partnerships from the opportunities available in this vibrant region.
South America — Although the countries of Central America are increasingly attracting interest as an offshore alternative, Brazil continues to be a natural contender. This case study from ACS Brazil evaluates Brazil's strengths and the differences that make this region of South America a very unique alternative.
José Eduardo Ribeiro Lima, International Business Development Director, ACS Brazil
3:15 – 3:30 pm — Americas 2005 Commentary and Summation
