Day Two: 26 Nov 2009
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9.00am |
Registration & Breakfast |
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10.00am |
Opening Remarks by Conference Chairman
Nitin Bhat, Senior Vice President, ICT Practice, Asia Pacific, Frost & Sullivan |
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10.15am |
Keynote 3 – Destination of Choice: The Selection Process for the IT/BPO Industry.
One of the challenges in outsourcing is to select locations that are both cost-effective & efficient. Recent trends in location selection has revealed that global companies are considering cities instead of countries, specific skill sets rather than generic availability and tier-two cities instead of large, established centers. A closer look at this process will be highly beneficial for countries, cities & companies to ensure that they are calibrated with global sourcing strategies.
Jonathan De Luzuriaga, Executive Director – Industry Affairs, Business Processing Association Philippines |
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11.00am |
Welcome to the Service Cloud – Join the Customer Conversation
Providing world-class customer service is critical to retaining customers in the downturn. But so is lowering your costs. Find out how the Service Cloud makes this possible by delivering an integrated customer service experience through multiple channels, from self-service portals to email, telephone and social sites such as Facebook & Twitter.
Collin Penman, Service Cloud Director, Asia Pacific, Salesforce.com |
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11.45am |
Findings: BPAP Quality Benchmarking Study
This year, the Business Processing Quality Council of the Philippines, in coordination with the BPAP, conducted primary research, involving one-on-one 90-minute interviews with the quality assurance heads of more than 40 large & medium-sized out-source and in-source contact center, BPO and ITO service providers in the Philippines in order to better understand the adoption rate & future intentions of those organizations, about certifications such as ISO 9001, ISO 27001, ISO 20000, BS25999, CMMI, PCMM, eSCM, SAS70, COPC etc. This presentation will provide insights that are not available from other benchmarking studies that focus on performance metrics such as ASA & attrition. Find out which certifications have the broadest adoption rate & why. Which certifications are most mentioned as a future intention? Which standards for quality are being deployed? Which methodologies, be it Six Sigma, Lean, Kaizen, 5S & Balanced Scorecard are most widely used and why? And finally, the best practices that were observed.
James Griffin, Director, BPO Quality Council of the Philippines |
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12.30pm |
Networking Lunch |
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CONCURRENT SESSION |
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Track A – Business Strategy |
Track B – Technology & Process
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Choice of Concurrent Session 1 |
2.00pm |
Answering the Call for Corporate Social Responsibility
Corporate Social Responsibility (CSR) is no longer a nice to have, it's a must! With mounting worldwide attention on issues such as sustainability, global warming, and corporate governance, businesses can no longer afford not to practice Corporate Social Responsibility. CSR has become imperative to any organization that strives for excellence. This session will highlight the extensive topic of CSR, its benefits and application to your business. Points to be covered include:
- Understanding CSR in the context of your contact centre
- Identifying your stakeholders and areas of influence
- CSR implementation and continuous improvement
- Recognizing and taking advantage of the benefits of CSR
- Evaluating the ROI from CSR
Chris Knop, Executive Committee Member, Marketing & CSR, HKCCA |
Achieving break-through results with Speech Analytics: A Real World Perspective
This Business case will show how speech analytics was used to identify contributing factors to a successful sales conversion by identifying skills that differentiated top performers from bottom performers and how this technology helped management to refine strategy, coach in a more targeted way, and follow up more effectively to verify if the coaching was taking effect. Using this case as a springboard, Michael Miller will then describe the main technologies for speech analytics that are found in the marketplace today. He will then conclude with an overview of the different types of successful business performance improvement projects he has personally witnessed at a variety of inbound and outbound contact centers, noting the critical success factors.
Michael Miller, Former VP, Customer Care, e-LOAN Division of Banco Popular
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Choice of Concurrent Session 2 |
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Track A – Business Strategy |
Track B – Technology & Process
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2.45pm |
The Advent of Social Networking & the impact on Businesses
If Facebook is a country, it will be the fourth most populous country in the world today. With 300 million users, it ranks after China (1.33 billion), India (1.16 billion), and the U.S.A. (307 million) in terms of population. Businesses can no longer ignore the powers of social networking nor any new media, (Facebook being only one of many) in terms of customer feedback, place of doing business nor the voice of customers. Elizabeth will give examples and statistics of use by customers; from SMEs to bigger organizations on how they are using new media like blogs, YouTube, Facebook, Twitter to reach out to customers, hear & respond to the voice of customers. She will showcase how businesses can measure and manage the customer interactions on these new media, tracking of each incident, managing each incident within cycle time target, quality monitor each interaction, customer satisfaction etc.
Elizabeth Prakasam, Advisor to the Board, COPC Asia Pacific Inc
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Hosted Contact Centers: What’s next for on-demand Contact Centers?
This presentation will map global landscape in hosted contact center services with a zoom in on the Asia Pacific market. It will address key challenges that enterprises and service providers face in adopting this model and forecast future trends based on Frost & Sullivan's extensive research in the contact center industry.
Shivanu Shukla, Industry Manager, ICT Practice, Asia Pacific, Frost & Sullivan
Sanjay Pai, Director – Channels & Alliances, JAPAC, Genesys Telecommunications
Collin Penman, Service Cloud director for Asia Pacific, Salesforce.com
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3.30pm |
Afternoon Refreshments |
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4.00pm |
Building a Customer-Focused Organizational Culture
In the changing landscape of global business, organizations have used different strategies in the race to evolve & keep pace with the demands of the market. The focus of an organization’s strategy could spell the difference between success or extinction. One source
for competitive advantage, and a sure fire approach towards the continued relevance of your organization, lays with your successful ability to focus on your customers. A customer focused organizational culture enrols everyone to understand the dependencies within & around your business, and empowers employees and stakeholders alike, to be strategic part of the service delivery cycle. Drive efficiencies and create team synergy by knowing how your internal customers work & think. Add real value and be a genuine part-of-the-solution by understanding what your external customers need and want. Gain quick wins, ensure long-term success, and build retention, motivation and growth by making your people part of the customer-centric loop. Join people motivator and industry innovator Mark Galutera, as he discusses solutions and strategies to keep your company on top of the customer value chain, by building a customer focused organizational culture.
Mark Galutera, Managing Director for Philippine Operations, DSM Manila LLC |
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4.30pm |
“Ask-the-Experts” Panel Discussion 2 - Structuring & Organizing the Contact Center for greater competitiveness
The Structure & Organization of the Contact Center greatly influences operational efficiency, customer efficiency, customer service and specialist accessibility. These, in turn, have an impact on the ability of the Contact Center to leverage on opportunities and act on them. The Panel Discussion will try to answer the following questions:
- What should be the framework for effective Contact Center Operations?
- What are some of the guidelines or best practices for better structuring the Contact Center?
- What are the critical success factors for efficient organization of the Contact Center?
Moderator: Shivanu Shukla, Industry Manager, ICT Practice, Asia Pacific, Frost & Sullivan
Panelists:
- James Griffin, Director, BPO Quality Council of the Philippines
- Mark Galutera, Managing Director for Philippine Operations, DSM Manila LLC
- Chris Knop, Executive Committee Member, Marketing & CSR, HKCCA
- William Rikh, Operations Director, APAC Customer Service & Technical Support, Asia Regional Operations Centre, Western Union Financial Services
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5.15pm |
Closing Remarks from Conference Chairman followed by the "Play & Win" Lucky Draw |
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5.30pm |
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*Disclaimer:
Frost & Sullivan reserves the right to amend the conference program as deemed necessary, without prior notice. |
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| REQUEST FOR AN E-BROCHURE |
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