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n Main conference:
15-16 June 2016
n Venue:
New World Makati Hotel,
Manila, Philippines
Re-Positioning your Contact Center as a Strategic Asset through Value-Added Delivery & Cutting-Edge Innovation
Rodahl Leong-Lyons
Vice President of Sales Asia Pacic
Hyatt Hotels Corporation
Raghunandan Mohapatra
Executive Director and Global
Head Client Journeys Retail
Banking
Standard Chartered
Camille Conlu
Vice President Operations
HSBC Global Resourcing
Rosanne Suarez
General Manager Transformation
Telstra Philippines
Alicia Teo
Regional Head of Customer
Experience & Customer
Service
Zalora Group
Media partners:
www.contactcentersph.com
of BPOs are
Call Centers
in revenue
generated by
the Philippine
contact center
industry
90%
of population
younger than
55 years old
55%
Attrition
Rate
86%
Strategic decision
makers do not think
their empolyees
upsell/cross-sell
50% drop in attrition rate, 90% call backs and 64% positive
commendations nd out more in HSBCs exciting case study on
Empowering Agents to Break the Rules and Delight Customers!
THEME 1:
THEME 3:
Phone:
+65
6722
9388
Fax:
+65
6720
5
3804
Email:
3 UNMISSABLE WORKSHOPS
80+
60%
Captive
40%
BPOs
CASE STUDY:
5000 calls a month saved and numerous manhours, through AXAs newlylaunched welcome video - nd out more on how they have gained an
overwhelming 90% positive feedback so far in delivering data-driven,
personalised service!
CASE STUDY:
12
14
n
Strategic Contact
Center leaders
13
10
11
CASE STUDY:
$25B
MULTI-STAKEHOLDER PANELS
60%
THEME 2:
THEME 4:
MULTI-CHANNEL OPTIMISATION
We all know the why, the how is harder! Learn how to unify communications
eectively across people, process and technology to leverage on the digital
wave?
THEME 5:
enquiry@iqpc.com.sg
www.contactcentersph.com
Dear Colleagues,
With 90% of its population under 55, excellent English skills and
cultural proximity to their clients, the Philippines contact center industry
is set to generate $25 billion in revenue by 2017, accounting for 10% of
GDP.
Investment Priorities for Philippine Contact Centers in Enabler Technology - particularly analytics,
social media and workow management - have doubled from 35% to 68%. How are you planning
your technology spend? Find out from the best at our summit!
64% of Contact Center operators now have 2 or more channels and are looking to intensify their
growth in non-voice channels. Join us at the 3rd Annual Contact Center Philipines to see why and how
this shift is likely to intensify!
Phone:
+65
6722
9388
Fax:
+65
6720
3804
Email:
enquiry@iqpc.com.sg
www.contactcentersph.com
Toni Ruotanen
Head of Customer Experience
APAC, honestbee
Toni has 24 years of service in the industry, and
currently managers customer segments ranging
from consumers to enterprise customers in
Asia, Europe and North America. He served
companies like Sybase (a SAP Company),
Microsoft Corporation and NCR. During his
years in the industry he has built and managed
contact centers both in-house and in a
outsource environment. -ranging from small
teams of 10 to over 5000.
Rosanne Suarez
General Manager Transformation,
Telstra Philippines
Renan David
Vice President, Strategic
Initiatives and Learning,
Manulife
Raghunandan Mohapatra,
Executive Director and Global
Head Client Journeys Retail
Banking, Standard Chartered
+65
6722
9388
+65
6720
3804
Mirei Magallona
Vice President Contact
Center Operations, TELUS
International Philippines
- Philam Life
Binu Azad
Director Global Customer
Services and Business
Analytics, Philips Electronics
Fax:
Brent Holland
Vice President,
Customer Solutions
FurstPerson Inc.
Norlin Sunga
Founder & Chief
Executive Ocer
NRS Business Solutions
Jacqueline Fuentes
Vice President - Customer
Experience Operations, Globe
Telecom
Camille Conlu
Vice President Operations,
HSBC Global Resourcing
Phone:
Mia Icasiano-Bulatao
Vice President and Head Customer Value Management
and Loyalty, SMART
Communications
Syahreza Syahrial
Head of Global Contact Center
Services, Garuda Indonesia
Rodahl Leong-Lyons
Vice President of sales
Asia Pacic, Hyatt Hotels
Corporation
Email:
enquiry@iqpc.com.sg
www.contactcentersph.com
09:20
10:30
Brent Holland
Vice President, Customer Solutions, FurstPerson Inc.
11:00
11:30
Phone:
+65
6722
9388
Fax:
12:00
PANEL DISCUSSION
+65
Toni Ruotanen
Head of Customer Experience APAC, honestbee
6720
3804
Email:
12:45
CASE STUDY
08:45
enquiry@iqpc.com.sg
www.contactcentersph.com
14:15
13:15
Binu Azad
Director Global Customer Services and Business
Analytics, Philips Electronics
Norlin Sunga
Founder & Chief Executive Ocer, NRS Business
Solutions
15:15
Phone:
+65
6722
9388
Fax:
15:45
+65
6720
3804
Email:
enquiry@iqpc.com.sg
www.contactcentersph.com
th
08:45
09:20
10:00
Raghunandan Mohapatra
Executive Director and Global Head Client Journeys
Retail Banking, Standard Chartered
17:30
Phone:
+65
6722
9388
Fax:
Find out how in the last 1.5 years, HSBC has moved
towards a culture of empowerment, encouraging
agents to break the rules, resulting in a 50% drop in
attrition rates compared to the industry average, plus
90% call backs, 64% commendations, increased
customer loyalty and considerable savings.
Renan David
Head of Strategic Initiatives and Learning, Manulife
10:30
Camille Conlu
Vice President Operations, HSBC Global Resourcing
+65
CASE STUDY
CASE STUDY
KEYNOYE
Toni Ruotanen
Head of Customer Experience APAC, honestbee
PANEL DISCUSSION
Raghunandan Mohapatra
Executive Director and Global Head Client Journeys
Retail Banking, Standard Chartered
17:00
6720
3804
Email:
11:15
enquiry@iqpc.com.sg
www.contactcentersph.com
12:15
13:45
12:45
+65
6722
9388
Fax:
+65
Phone:
CASE STUDY
11:45
6720
3804
Email:
15:30
enquiry@iqpc.com.sg
www.contactcentersph.com
CASE STUDY
16:00
CASE STUDY
16:30
17:30
17:35
End of Conference
Phone:
+65
6722
9388
Fax:
+65
6720
3804
Email:
enquiry@iqpc.com.sg
www.contactcentersph.com
We know your challenges are unique. That is why we are giving you three options of ground-breaking workshops attached
to our conference. We tackle the most pressing and relevant issues for Contact Center Leaders and Champions today. These
highly interactive exercises, deep-dive into case studies and engaging discussions for professionals seeking to shape their
organizations into award winning, best in class companies admired by competition and customers alike. To promote maximum
interaction and value for your investment, the workshops are kept at a small number. You can look forward to lively discussions,
networking with your peers and gathering and sharing of ideas and information.
9:30 - 12:00
12:30 - 3:00
+65
6722
9388
Fax:
+65
6720
3804
Email:
3:30 - 6:00
Rodahl Leong-Lyons
Vice President of Sales - Asia Pacic,
Hyatt Hotels Corporation
Mia Icasiano-Bulatao
Vice President and Head - Customer Value
Management and Loyalty,
SMART Communications
Phone:
Toni Ruotanen
Head of Customer Experience APAC,
honestbee
enquiry@iqpc.com.sg
www.contactcentersph.com
SPONSORSHIP OPPORTUNITIES
The 3rd Annual Contact Centers Philippine Summit Summit is designed to focus on the
challenges ahead of contact centres in the region, and how solution providers can help
increase the centres eciency and improve customer satisfaction.
47%
Gain a higher level of exposure with our far-reaching marketing and sales campaigns
through our omni-channel platforms. This will arguably place your organization as the
market leader and the go to company for solutions within the contact centers.
32%
Data
Analytics
Conrm your sponsorship now and depending on your current strategy in the market,
we can develop innovative packages that meet your specic needs:
9388
Maintaining
service
quality and
achieving
customer
satisfaction
targets
Data Analytics
Fax:
+65
6720
3804
26%
Leveraging
technology
to meet
customers
increasing
expectations
53%
Customer Experience
Consultants
6722
37%
+65
Omnichannel
Support
Talent has always been the no.1 issue. Not surprisingly omni-channel, value-add services
and customer satisfaction are gaining top priority in line with demand from the customer.
Phone:
Providing
more value
added
services to
customers
42%
37%
Attracting
& retaining
the right
talent
47%
32%
Social Media
32%
26%
Recruitment Process
Outsourcing
26%
Cloud
16%
Ergonomics/Telephony
Peripherals
16%
Email:
enquiry@iqpc.com.sg
www.contactcentersph.com
n Main conference:
15-16 June 2016
5 WAYS TO REGISTER
n Venue:
New World Makati Hotel
Manila, Philippines
www.callcentersph.com
CONGRESS PACKAGES
STANDARD PRICE
PAYMENT BEFORE
8 APRIL 2016
PAYMENT AFTER
8 APRIL 2016
2,098
1,499
Conference Only
A
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Other
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Email Address:
2,398
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BOOK AND PAY BEFORE 8 APRIL 2016 AND SAVE UP TO $600 ON THE CONFERENCE PACKAGE!
enquiry@ssonetwork.com
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Signature:
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payment terms.
If the invoice is to be addressed for the attention of a different person than the delegate, please complete the details below:
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If you have not received an acknowledgement before the conference please call us on +65 6722 9388 to confirm your booking.
TEAM DISCOUNTS
PAYMENT METHOD
IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts:
I WISH TO PAY BY CHECK / BANK DRAFT: MADE PAYABLE TO IQPC WORLDWIDE PTE LTD
Only one discount available per booking. Team discounts are not available in conjunction with another discount, and do not apply
to workshop(s) only bookings. Call us for a special discount rate for teams of 10 and above.
Card Type:
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PAYMENT TERMS
Registrations/orders received without immediate
payment or credit card details will incur a processing
fee of USD99 per delegate. Payment is due in full upon
receipt of invoice. Full payment prior to the event is
mandatory for attendance.
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