The Caribbean & Latin America are evolving quickly. Impressive
growth has been recognized, highlighting the Americas region as a significant
market for corporations seeking nearer-to-home solutions.
Significant economic reform, privatization, deregulation and substantially
improved infrastructures in the Caribbean and Latin America continue to provide
an attractive business environment where companies can expand their reach
and improve their corporate value.
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This is the prestigious Summit meeting global executives have been waiting
for, and a must attend event for decision makers responsible for exploring,
researching and expanding their global service capabilities. |
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At the Contact Center & Strategic Sourcing Summit of the Americas you
will:
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Meet and network with contact center executives from the Caribbean, Latin
America, North America and Europe
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Learn from global consultants and industry leaders
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Share solutions and strategies on technology, outsourcing, human resources,
international regulation and the newest trends in relationship and customer
management.
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Discover for yourself the great potential this diverse region holds for your
corporation.
At the Summit you won't just network;
you will build new strategic alliances!
Why attend
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To meet and work with colleagues and industry leaders exploring the latest
trends in contact centers, the Internet and e-Service.
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To examine CRM solutions for the delivery of service and sales excellence.
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To develop essential outsourcing strategies and management tactics for realizing
success with partners.
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To research new site location options from realistic regional perspectives.
Who should attend
The Summit is geared toward executive-level education and information sharing
between key decision-makers responsible for their organization's strategic
planning as it pertains to call/contact centers, shared service centers,
BPO, outsourcing options, and location selection.
The Summit is a must-attend event for executive-level decision makers responsible
for:
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Exploring new location options as contact center sites
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Determining the organization's outsourcing strategy and ensuring its success
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CRM, knowledge management, sales and customer service strategy
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Designing the organization's strategy regarding technology acquisition and
management
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Developing their organization's e-Service, contact center, CRM and Internet
strategies
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Taking their organization's contact center, e-Service and customer relationship
strategies to international levels
To ensure the Summit maintains the highest level of relevancy and maximizes
on the time and opportunity of those attending, only senior decision-makers
(President, CEO, COO, Vice President, General Manager, Director, Head of
Business Development) will be accepted as delegates.
Venue
Intercontinental V Centenario Santo Domingo
Avenue George Washington 218
Santo Domingo, 2890
Dominican Republic
Tel: 809-221-0000
http://www.ichotelsgroup.com/h/d/ic/1/en/hd/sdqha
The Program
Monday, January 23, 2006 |
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7-8 am |
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Continental breakfast |
8 am-12 noon |
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Pre-Summit Workshops: |
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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, 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.
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The Architecture of an Outsourcing Partnership Making it Work
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:
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Identify the parts of the business that are appropriate for outsourcing,
and which outsourcing model is best
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Establish a concrete business case to fully understand the loaded cost
implications and ROI of the outsourcing decision
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Manage an outsourcing procurement process
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Define meaningful measures for success and set realistic expectations
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Manage and review the contract throughout its life-cycle, ensuring it remains
relevant as business conditions change
If you are considering outsourcing, or are already in an outsourcing
relationship, this is an essential workshop you won't want to miss! |
12 noon-1 pm |
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Lunch |
1-6 pm |
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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. |
7-9 pm |
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Open networking reception |
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Tuesday, January 24, 2006 |
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7:30-8:45 am |
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Continental networking breakfast |
8:45-9:00 am |
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Welcome remarks
Eddy Martinez, Executive Director, CEI - RD |
9:00-10:00 am |
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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 |
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Refreshments |
10:15-11:15 am |
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Where Are the Multinational Corporations Going and Why?
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 |
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Refreshments |
11:30-12:30 pm |
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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 |
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Networking Luncheon and Showcase |
1:45-2:45 pm |
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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 |
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Refreshments |
3:00-4:00 pm |
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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. |
4:15-5:15 pm |
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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 |
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Networking reception |
7:00 pm |
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A Celebración Republica Dominicana Style Sponsored by
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. |
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Wednesday, January 25, 2006 |
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8:00-9:00 am |
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Networking breakfast |
9:00-10:00 am |
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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 |
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Refreshments |
10:15-11:15 am |
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Multi-national Corporate Case Study:
Nortel's Vision The Evolving Multimedia Contact Center of the
Future |
11:15-11:30 am |
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Refreshments |
11:30-12:30 pm |
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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 |
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Networking luncheon and Americas Showcase |
1:45-3:45 pm |
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Expanding Horizons Panel Exposé and Discussion
A facilitated discussion; real life comparisons of working environments within
the Americas region
The Caribbean Nearshore/offshore considerations will be profiled
by two prominent Caribbean locations highlighting the experience of operating
or outsourcing in this quickly evolving region.
Latin America The unique Latin American business infrastructure
and how to build strategic partnerships from the opportunities available
in this vibrant and vast region will be examined by two winning organizations
who attract inward investment.
North America Onshore business ... The spotlight will be on
operations that continue to thrive in the onshore working environment. Presented
here will be the reasoning behind the choices made. |
3:45-4:00 pm |
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Refreshments |
4:00-5:00 pm |
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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 |
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Farewell networking reception |
Registration Fees and Discounts
$1,195 US ($995 US prior to Dec 23, 2005) per person for the 2-day Summit
Summit fee includes continental breakfast and lunch each day, reception and
Summit workbook |
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$1,890 US ($1590 US prior to Dec 23, 2005) per person for the 2-day Summit
(as above)
plus Attracting Investors to Your Location workshop, lunch, and afternoon
facility site tours |
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$1,890 US ($1590 US prior to Dec 23, 2005) per person for the 2-day Summit
(as above)
plus Architecture of an Outsourcing Partnership workshop, lunch, and
afternoon facility site tours |
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Multiple attendee discounts. Attend
with your fellow executives and save. Register two executives from
your company and save 10%. Register three or more executives from your company
and save 20%. Multiple attendee discounts may not be combined with
early birds discounts. |
Payment is due prior to the conference. If payment is not received,
a credit card hold will be required for participation. This card will
only be processed if payment has not been received within two weeks following
the conference. Multiple attendee registration discounts apply only to attendees
from the same company attending the same (day and location) seminar.
Cancellation Policy. Registrants may cancel up to fourteen
days in advance of the seminar start date for a full refund, less administrative
fees of $300. Or, you may transfer your registration to another member
of your company at no additional charge. Registrants canceling within
fourteen days of the seminar will receive credit, less administrative fees
of $300, toward any other Resource Center seminar. In the unlikely
event that a seminar must be cancelled, you will be notified at least one
week prior to the seminar date. Seminar provider is not responsible for losses
due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change. |