The 2007 Executive Elite Global
Summit of the Americas

Strategic Sourcing for Call/Contact & Shared Service Centers and BPO Operations

January 22-24, 2007 • Guatemala City, Guatemala

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Hosts:
Invest in Guatemala | Essence of Guatemala | Avaya | ECSSA | Transactel

Sponsors and supporters:
Campus Corporativo | Navega | Tigo | Asistencia Global | Innovative Contact Solutions | IGA | Modulares PB | TouchStar Software | Staffers | Banco SCI | Tellamo | Digitex

Partnering with:
American Teleservices Association

Speakers:
Emmanuel Seidner Aguado, Government of Guatemala; Carlos R. Arguello, Studio ©; Antonio Aycinena, Campus Corporativo; Juan Francisco Castillo, Campus Corporativo; Victor Castro, Instituto Guatemalteco Americano; Philip Cohen, Philip Cohen Consultant AB; Guillermo Cruz-Gomar, ECSSA; Katherin Dockerill, Stream International; Rob Duncan, Capgemini; Evelyn España, Arial International, LLC; Edwin Figueroa, Avaya; Keith Fiveson, ITESA People Convergence Consultants; German Gomez, IGA; José Raúl González, Universidad Francisco Marroquin; Ricardo Gonzalez, Tigo Guatemala; Guillermo Montano, Transactel; David Montiel, CIT; Oliver Obregon, Municipalidad de Guatemala; Guillermo Paiz, Navega; Óscar Berger Perdomo, President of the Republic of Guatemala; Philip Dickerson Peters, Zagada Markets & Sphaero Alliance; Estuardo Jose Robles, Invest in Guatemala; Thomas M. Rocca, KPI Group, LLC; Mitchell Roth, American Teleservices Association; Tim Searcy, ATA

Program

Las conferencias del Summit serán en Ingles. A quien lo requiera, habrá traducción simultanea en español.

Monday, January 22

Morning Activities: 8:00 am – 12 noon

Pre-Summit Workshop — Attracting Investors and What Investors Need to Look for to Align Winning Partnerships
Philip Cohen, Philip Cohen Consultant AB

India, Philippines, China or a Caribbean/Latin American alternative? The growing agent churn in India, the decreasing numbers in English-speaking staff in other Asian countries and rising costs, as well as flights halfway 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.

ATA Compliance Seminar
Tim Searcy, CEO, American Teleservices Association
Mitchell Roth, Legal Counsel, American Teleservices Association

• 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 U.S. 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 — Pre-Summit networking lunch for all Pre-Summit attendees
“Guatemala City – 2020”
Oliver Obregon, Plan de Desarrollo Metropolitano, Municipalidad de Guatemala

Afternoon Activities: 1:00 – 6:00 pm

Facility Site Tours
Facility site tours of dynamic working environments, plus a glimpse at the lifestyle and standard of living in Guatemala
Sites: Innovative Contact Solutions, New Transactel building, 24/7, Navega, Asistencia Global, Comcel-TIGO. The tour will include a real estate and lifestyle overview, including business districts, land development opportunities, universities, colleges, residential and infrastructure.

6:00 - 8:00 pm — Opening networking reception, with hosts Navega and TIGO
Reception set to take place at the completion of the facility site tours. For those not participating in the afternoon tour, return busing will be provided from the InterContinental to Navega.

Tuesday, January 23

Summit host: Representatives of Invest in Guatemala, AVAYA, ECSSA and Transactel

7:30 – 8:30 am — Networking breakfast [Sponsor: Asistencia Global]
Welcome remarks — Estuardo Jose Robles, BPO, Invest in Guatemala

8:30 – 9:00 am — Day One Keynote — Guatemala...Wow!
Carlos R. Arguello, Creative and Artistic Director, Studio ©
A visual extravaganza will showcase the road to achievement through the eyes and talent of Carlos R. Arguello. A native of Guatemala, Carlos found worldwide success in such renowned companies as Walt Disney World, Cinesite (Kodak), Synthetic Video, and Pacific Data Images, creating memorable and award-winning visual effects in globally recognized film work. Returning to his native country, he created Studio ©. He works with local talent mentoring and offering his experience of design and production in architecture, audio-visual production and graphic design, demonstrating an excellence in globally recognized work from a native land.

9:00 – 10:30 am — Essence of Opportunity: The Architecture and Evolution of Winning Partnerships
Edwin Figueroa, Strategic Accounts Sales VP CALA, Avaya; Emmanuel Seidner Aguado, Deputy Presidential Commissioner for Investment and Competitiveness, Government of Guatemala; Guillermo Cruz-Gomar, Director, ECSSA; Guillermo Montano, CEO, Transactel
Premier Case Study
Rob Duncan, Vice President of Outsourcing Services, Capgemini
As the key architect and backbone for the successful partnership in Guatemala and overall leadership in the CALA Region, Avaya sets the stage for “dream team” partnerships. Edwin Figueroa will lead off this illustrious panel of industry experts, highlighting the leadership role and expertise Avaya provides to build world-class partnerships serving top tier clientele in the global marketplace. Invest in Guatemala, as a 2007 Americas host location, will highlight the domino effect of partnering for success along with its regional partners, ECSSA and Transactel, showcasing how it best serves its customers with a testimonial from the Vice President of Outsourcing Services for global giant Capgemini.

10:30 am — Refreshments in the Interactive Room

10:30 am – 12 noon — Open Interactive Session (Facilitated discussion on setting up various country/regional contact centers)
Philip Cohen, Philip Cohen Consultant AB
Katherin Dockerill, SVP, Marketing and Business Strategy, Stream International
After breaking into teams, you have been assigned the task of setting up a contact center in a new country/region. What steps should you take? What criteria need to be met? What resources do you need? What questions need to be answered? What obstacles will you encounter? How much of an investment will be needed? Some people on your team will have experience and can share; others won't and will learn a lot. Everyone will learn something. One individual from each team will present back to the whole group on the results, demonstrating how similar/dissimilar the results are. Entire group will then discuss results.

12 noon – 12:40 pm — Case Study Presentation: Expanding in the Americas

12:40 – 2:00 pm — Luncheon and networking [Sponsor: TouchStar Software]

2:00 – 2:40 pm — W5 Strategy: Adventures in Real Estate
Antonio Aycinena and Juan Francisco Castillo, Campus Corporativo
As leading real estate solutions providers, Antonio and Juan Francisco will outline the high quality, innovative and strategic real estate solutions for contact/shared service centers and BPO activities available throughout Central America. They will outline the requirements needed to fulfill either a partial or completely rented space, or a build-to-suit solution with exact specifications.

2:40 – 3:20 pm — The Art of Communication: Human Capital that Talks the Talk

English Language Training in a Spanish Language Location
German Gomez and Victor Castro, Instituto Guatemalteco Americano (IGA)
Instituto Guatemalteco Americano presents its Call Center Language Training Program. This program aims at providing potential call center personnel with purpose-specific language. IGA’s program combines communicative language training methodology with field related content to yield a well-structured and up-to-date preparation for individuals looking for a career in the call center industry. The program’s main components and objectives will be presented, along with market-specific results and expectations.

Business Spanish – Call Center Certification: Servicing the Emerging U.S. Hispanic Market
Evelyn España, Regional Director, Arial International, LLC
In today’s highly competitive marketplace, call centers are taking steps to provide best-in-class service. Offshore call centers targeting the emerging U.S. Hispanic market are also looking for an edge that provides them with a differential service offer and are turning to bilingual call center certification programs to prove that competitive advantage. Bilingual certification programs demonstrate that your center is focused on the critical areas of customer service, operational efficiency, personnel selection/training and utilizing best-practice standards to meet your customers’ needs. A bilingual certification also provides purchasers of outsourced services with an independent third party expert recommendation that your call center provides the highest levels of bilingual customer service.

3:20 – 3:40 pm — Refreshment break

3:40 – 4:30 pm — A Virtual and Flat World?
Keith Fiveson, CEO, Managing Consultant, ITESA – People Convergence Consultants
The world is flat, and virtual. Convergence of people and technology, supported by processes and methodologies, continue to fuel consumer expectations and service delivery requirements. Anywhere, at any time, consumers expect and demand excellence in service via voice, e-mail, chat, collaboration, Web, voice response and now video! During this session Keith will provide an analytical comparison and insight into the topic of convergence, competition for consumer dollars, globally. Using case study examples and research statistics, he will show how service providers in this virtual arena are stepping up to the challenge by providing value-added services, new technologies, process and capability to deliver excellent results consistently to their customers.

4:30 pm — Light refreshments

6:30 pm — Guatemala...Wow! [Sponsors: Campus Corporativo  INGUAT]
The sights, sounds and tastes of Guatemala will be explored as you experience the cuisine, music, dance, history, culture, arts and crafts of this historic civilization. An evening you won’t soon forget!

Wednesday, January 24

8:00 – 9:00 am — Networking breakfast [Sponsor: Staffers]

9:00 – 10:20 am — Day Two Keynotes
A Regional and Global Vision of Worlds United

José Raúl González, Economics Professor, Universidad Francisco Marroquin (UFM)
With more than 30 years of intellectual leadership in Latin America, the Universidad Francisco Marroquin maintains its stated mission — "To teach and disseminate the ethical, legal and economic principles of a society of free and responsible persons" — which makes it unique in the world of higher education. Our speaker will outline how this philosophy played a key role in the enactment of the 1996 General Telecommunications Law in Guatemala, creating a free and competitive environment for the telecom industry to thrive and grow. Recently deceased Nobel laureate in economics, Milton Friedman, said he knew of "hardly any comparable success story."

Tim Searcy, CEO, American Teleservices Association
A man of our times and the quintessential leader of the largest teleservices organization in the world, Tim has a legacy of fighting the good fight for the telecom industry not only in the U.S., but sharing his valuable insights with the global community as well. With unique insight and wit, Tim will share his thoughts on the future of the teleservices industry, the continuing evolution of the global outsourcing phenomenon and what he foresees for global business partnerships in the future.

10:20 – 10:40 am — Refreshment break

10:40 – 11:20 am — Expand your Strategic Options: Reaching For the Stars
Guillermo Paiz, CEO, Navega; Ricardo Gonzalez, General Manager, TIGO Guatemala
The never-ending challenge to exceed customers' expectations while staying above the competition is a priority on every business leader’s mind. Advances in international communications with improved quality and reliability, not to mention infrastructure options like wireless, fiber optic rings, and satellite, make it virtually possible for any country in the world to play in the same arena. Let’s take a look at some of the new and defining factors that will determine the next generation telecommunications leaders.

11:20 – 11:30 am — Refreshment break

11:30 am – 12:30 pm — Growth...Rapid Expansion...Partnership Investments...Mergers
The CFO Factor: Quite a Balancing Act
David Montiel, CFO, International Practice CIT; Philip Dickerson Peters, CEO, Zagada Markets & Sphaero Alliance
Whether we choose to grow organically or by acquisition, in double-digits or even at hyper speed, only good governance can ensure that our choices result in good growth — growth that produces enduring value for our businesses and engenders the trust and confidence of our stakeholders. These are issues we all face no matter what our industry. What is the defining role, and what are the standards that govern financial success? How can the CFO and the CEO work with the executive team to deliver the quality growth essential for business success? Our speakers will highlight the development of a winning plan, from access to financing, to partnering and/or merging.

12:30 – 1:40 pm — Networking luncheon and Showcase

1:40 – 3:20 pm — United Horizons Panel and Discussion: Aligning Partnerships for Regional Growth
Facilitated by Thomas M. Rocca, President, KPI Group, LLC
Nearshore-offshore considerations will be profiled by prominent industry leaders highlighting the vast opportunity open to varied vertical industries. The unique Caribbean and Latin American business infrastructures will be examined, highlighting the alliances and strategic partnerships being formed to utilize all the talent, language options and diverse cultural experience available in this vibrant pool of human capital. A valuable resource session for potential investors and regional partners alike, examining a snapshot view of the inward investment strategies that are being deployed and the opportunity for growth throughout the CALA region.

3:20 – 3:40 pm — Refreshment break

3:40 – 4:30 pm — Closing Keynote Address: Winning in the Americas
Óscar Berger Perdomo, President of the Republic of Guatemala
Óscar Berger is the Guatemala's fifth president in more than 20 years of stable democracy, and a pillar of stability himself. Having spent 18 uninterrupted years working for his political party, President Berger has a track record of public service. He was twice elected the mayor of Guatemala City, contributing enormously to a legacy of mayors who have through the years earned worldwide recognition for making it one of the most beautiful cities in Latin America. The President is also a very successful businessman. He was named "Leader of the 90's" by Guatemala's Entrepreneurial Council, and was also a national baseball star. President Berger holds a law degree from the Universidad Rafael Landivar.

To be followed by an official presidential tour of the Summit of the Americas sponsors and reception, with host BANCO SCI, SA

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