Americas Summit 2006
The 2006 Executive Elite Global Summit of the Americas
January 23-25, 2006 InterContinental V Centenario Santo Domingo, Dominican Republic
Hosts:
CEI-RD | Indotel | Avaya Inc.
Sponsors:
Verizon | Parque Cibern้tico de Santo Domingo | Nortel | Anixter | Sinergit | Genesys | Microsoft
Additional Sponsors:
Stratasoft Inc. | Provitel
Media Partners:
SITE Selection | Contact Professional | Latin Trade | TelePlaza | CallCenterJobs.com | CRMXchange
Endorsements:
American Teleservices Association | CIAC
Speakers:
Manuel Bonilla, Verizon Dominicana; Philip Cohen, Philip Cohen Consultant AB; Leonel Fernแndez, President, Dominican Republic; Edwin Figueroa, Avaya Inc.; Keith Fiveson, ITES Alliance Advisory; Roger Gloddy, Mphasis; Matt Highfield, Deloitte Consulting; Matt Jackson, Deloitte Consulting; Vijai S. Jasrotia, Nortel; Nina Kawalek, Resource Center for Customer Service Professionals; Eddy M. Martinez, CEI-RD; strong>Ash Mathur, Microsoft Corp.; Jos้ Alfredo Rizek, Indotel; Phil Schneider. Deloitte Consulting; Tim Searcy, American Teleservices Association
PROGRAM
Monday, Jan. 23
8:00 am - 12:00 noon Pre Summit Workshops
Philip Cohen, Philip Cohen Consultant AB
India, Philippines, China — or a Caribbean/Latin American alternative? The growing agent churn in India, increasing numbers in English-speaking staff in other Asian countries and rising costs, as well as flights half way around the globe, are all factors leading North American businesses to look for offshore alternatives closer to home. Addressing both English and the huge Spanish-speaking prospective markets are also key in this decision when looking for a new location for your call/contact and shared service centers. Philip, with his extensive experience and knowledge of the global marketplace, will walk you through, and help you develop, the 15 factors that locations must be aware of to get onto the radar screen and short list of investors. Philip will also give tips to those looking for locations, what they should be focusing
on and what they should be aware of. This workshop is a double-edged sword, addressing investors' needs and matching these to what different countries can offer and should market to achieve the same goal — a successful, profitable partnership.
OR
Keith Fiveson, CEO, ITESA
Outsourcing relationships should benefit the clients and outsourcers alike. However, it can be a disastrous relationship if based on false assumptions, poorly specified requirements and ill thought out business plans. This workshop examines why outsourcing relationships fail and how to make them succeed. It offers a blueprint for successful partnerships built on accountability, shared goals, mutual respect and effective communications. As a participant you will gain an understanding of how to:
- Identify the parts of the business that are appropriate for outsourcing, and which outsourcing model is best
- Establish a concrete business case to fully understand the loaded cost implications and ROI of the outsourcing decision
- Manage an outsourcing procurement process
- Define meaningful measures for success and set realistic expectations
- Manage and review the contract throughout its life-cycle, ensuring it remains relevant as business conditions change
American Teleservices Association (ATA) Compliance Seminar
Choose between 8:00 am - 12 noon OR 1:00 5:00 pm session
Who Should Attend? Legal counsel, marketing and sales personnel, in-house compliance personnel, operations managers, human resources administrators, and outsource providers and buyers. These seminars are a must for anyone who must ensure the longevity of the company through regulatory compliance.
You Will Learn: Literally everything about compliance is covered in this fact-packed, fast-paced seminar. Compliance used to be simple. It was about a few states with Do Not Call, and maybe some privacy issues. Now the topics are wide and varied, including dinner-time rules, national Do Not Call, upsell, cross-sell, data privacy, OSHA, ADA and hundreds of other laws. Any violation of current laws can mean tens of thousands of dollars in fines or, worse, the complete cessation of your inbound or outbound calling activity.
Benefits of Attending: Learn up-to-date regulation information. Access the foremost experts in contact center compliance in the world. Get exposure to all of the new technology and vendors capable of making compliance easy for your firm. Receive compliance documents and systems that make complicated compliance simple to use and simple to keep current.
12 noon - 1:00 pm Lunch
1:00 - 6:00 pm Facility Site Tours
Facility site tours of dynamic working environments, including Cyberpark, Institute of Technology Las Americas (ITLA) and Provitel, plus a glimpse at the cosmopolitan lifestyle and standard of living in the Dominican Republic.
1:00 - 5:00 pm ATA Compliance Seminar (Repeat)
7:00 - 9:00 pm Opening networking reception
Tuesday, Jan. 24
Summit Host: Representatives of CEI-RD, Avaya and Indotel
7:30 - 8:45 am Networking breakfast
8:45 - 9:00 am Welcome remarks
Eddy Martinez, Executive Director, CEI - RD
9:00 - 10:00 am Opening Keynote:
Passion ... Inspiration ... Motivation ... Knowledge = Your People – the Golden Key to Success
Dr. Leonel Fernandez R, President of the Dominican Republic
The not-so-secret formula. Enlightened business leaders see the link between contented employees and the bottom line. They know that very soon the strongest businesses will be the ones with the most engaged and stable workforces. However, it takes a special kind of leader to put this formula into action. Learn from the insight and vision of one such brilliant leader, using this strategy for success.
10:00 - 10:15 am Refreshments
10:15 - 11:15 am Offshoring – The Future of the Call Center Business
Nearshoring – An Extremely Viable Option
Edwin Figueroa, Strategic Accounts Sales VP CALA, Avaya
Combining the strength of world class communications technology, global support capabilities, exacting knowledge of local markets, environments and culture. To have access to an intellectual work force with a variety of languages at hand. Bringing government, public and private sectors together on projects where all parties will benefit. These are the attributes that make the most compelling partnerships. Using a prominent case study example, Edwin will provide insight on how to initiate the steps to align business and market strategies that have proven successful in building the future, strength and growth in contact center and shared services business in the CALA region.
11:15 - 11:30 am Refreshments
11:30 am - 12:30 pm Technology Talks: Optimizing Your Contact Center to Full Potential
Ash Mathur, Global Industry Lead, Microsoft Corporation
As technology continues to transform the contact center industry, the technology gurus from leading companies are devoted to developing those technological strategies that enable new services and maximize performance while reducing cost. Mr. Mathur will define the winning characteristics of the most popular innovations that are taking the industry's operations to new heights in service excellence throughout the Americas and the world.
12:30 - 1:45 pm Networking luncheon
1:45 - 2:45 pm Expanding Your Strategic Options – Location & Performance in the Americas
Phil Schneider, Principal & Global Lead; Matt Jackson, Senior Manager; Matt Highfield, Senior Manager
Deloitte Consulting, Global Expansion Optimization and Location Practices
This session will be invaluable to executives looking for the most dynamic and diverse hot spots in the Americas region. The nearshore market continues to evolve rapidly as a highly sophisticated and sought-after sourcing environment. It is comparable to farshore options like India and the Philippines, yet much closer to the action. Business leaders must constantly re-evaluate their options to stay ahead of the competition. Using current research and case study examples, our speakers will highlight the main trends that are driving the revolution of solutions in this vast and diverse region. They will identify the hottest locations, and will describe the main diagnostic steps that will allow you to choose wisely and get the most from your nearshore sourcing strategy. Don't miss this valuable critique on the newest emerging focus markets.
2:45 3:00 pm Refreshments
3:00 - 4:00 pm Knowledge Matters – Especially At the Top
Nina Kawalek, CEO, The Resource Center for Customer Service Professionals
Mention call centers and training in the same sentence and most people will think of agent service skills and accent neutralization. But training is so much more: It is actually an intervention required to fill gaps in the development or execution of business strategy. Maximum ROI can only occur when training is applied to shortcomings in business strategy, execution or expertise — at the top tiers of the organization. In this session, Nina will highlight training choices for senior management that go far beyond filling gaps, to creating competitive advantages for call center service providers, outsourcing procurement professionals and the nearshore call center industry at large.
4:00 4:15 pm Refreshments
4:15 - 5:15 pm The World At Your Doorstep – The Experience of Verizon Dominicana's Subsidiaries: Verizon International Teleservices (DR), Verizon International Teleservices Jamaica, and Opitel (DR)
Manuel Bonilla, Vice President Diversified Operations, Verizon Dominicana
With excellent infrastructures in place in both the Dominican Republic and Jamaica, and top notch customer focused service programs running for clients globally, Verizon International Teleservices has a winning combination. Through real life case studies Mr. Bonilla will share with you the issues and components that work to successfully provide the high standard of performance and service excellence that is attracting multinational companies who wish to outsource their contact center operations to the CALA region.
5:30 6:30 pm Networking reception
7:30 pm A Celebraci๓n Republica Dominicana Style
Sponsored by Tricom and CEI-RD
Enjoy mixing business with pleasure, tastes, sights and sounds as you are entertained by our hosts, CEI-RD, proudly showcasing their beautiful historic colonial city.
Wednesday, Jan. 25
8:00 - 9:00 am Networking breakfast
8:45 am Opening remarks
Jos้ Alfredo Rizek, Executive Director, INDOTEL
9:00 - 10:00 am Partnering for Success – Outsourcing In the Americas
Tim Searcy, CEO, American Teleservices Association
As the only association dedicated to the teleservices industry in the United States, the ATA is broadening its international reach into key global regions where this industry has taken flight. The Americas region has shown significant economic reform, privatization, deregulation and substantially improved infrastructures, all providing an attractive business environment where companies can expand their reach and improve their corporate value. With unique insight and wit, Tim will describe the present and future playing field for both those who outsource and the providers of outsourced teleservices, and how the nearshore Americas region is fairing in the global spectrum.
10:00 10:15 am Refreshments
10:15 - 11:15 pm Corporate Case Study:
Nortel's Vision – The Evolving Multimedia Contact Center of the Future
Vijai S. Jasrotia, Director for Business Development, Nortel Networks Enterprise Solutions, Caribbean and Latin America (CALA)
11:15 11:30 am Refreshments
11:30 am - 12:30 pm The Americas vs. the World – How To Cash In On the Nearshore Phenomenon
Roger Gloddy, Senior Vice President of Business Development, MphasiS
An Executive Elite Insider's look at the financial future of the Americas services industry, and a discussion on survival and success. CEOs and CFOs need to be aware of what's up for grabs and what's at stake. Market share is not just a result of being the low cost provider. One very large software company never looks for the lowest cost provider but rather a combination of quality and cost. Their thought is, "If we can't do it for that cost in your country, neither can you." This and other significant industry insights will be shared to help position you for the current and future service marketplace. Who is doing what, where and with whom? On-site ... onshore ... nearshore ... offshore ... What are the trends and what must be accomplished to grow, to be successful in the current and future state of the service industry arena? Venture capital: Where is all the money going and why? After having interviewed a number of VCs, we will discuss what they are looking for in partners in the Americas, and from their view what makes an investment appealing and a long term successful relationship.
12:30 - 1:45 pm Networking luncheon and Americas Showcase
1:45 - 3:45 pm Expanding Horizons: Winning in the Americas – Future Perspectives Forum
Snapshot expos้s, facilitated discussion on relevant issues and real life comparisons of working environments within The Caribbean, Latin America, South America and North America
A few of the topics to be discussed during this lively interactive forum include:
- Onshore, Nearshore, Offshore considerations
- Unique regional business structures
- Building strategic partnerships
- Successful programs for development of the industry future
- Reasoning behind choices made
3:45 4:00 pm Refreshments
4:00 5:00 pm New Perspectives Forum – Winning In the Americas
Open discussion on the important factors to secure your piece of the action ... Discussion, recommendations ... Summit wrap-up.
5:00 6:00 pm Farewell networking reception
