Join us at the 1st Global ContactForum in Mexico City, March 8, 9 & 10, 2010 and learn first-hand from the experiences and best-practices of companies that are leveraging global resources for their strategic Call Center, IT and Business Process Outsourcing needs.
Don’t miss out on this unique opportunity to interact with the global community of Contact Center & BPO professionals and learn from industry thought leaders and companies from around the world.
Conference Program |
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March 8, 2010 |
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| Global ContactForum Golf Tournament | |
| GCF Thought Leaders Summitt & Networking Dinner | |
March 9, 2010 |
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| The India BPO Sucess Story: What sped the transformation? | |
| The Mexican customer contact industry in the global environment: Strengths, Challenges , Opportunities | |
| The Best Service is NO Service | |
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Converting your Cost Center into a Productivity, Loyalty & Profit Center: Creating Win-Win Relationships |
| Incorporating management tools to boost your performance, revenues and lowering costs - dashboards, balanced scorecards | |
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6 reasons US Companies aren't doing nearshore (and what you can to do to seize the opportunity) |
| Europe´s Contact Center Trends. | |
| Human or Resources:Social Responsibility in the CC | |
| Present and Future of the international offshoring market | |
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Near Shore / Off shore / Multi-Shore - What is the best strategy for companies looking to leverage their service while capturing value? Are there business models that work better than others? |
| Contact Center Best Practices from around the World | |
| The future of Unified communications in the global environment. | |
March 10, 2010 |
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| From New Business Models to New Channels: A perspective of the future of the industry | |
| International Quality Standards and their impact on Contact Center competitivity | |
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Social Media revolution and its impact on customer interaction. |
| CEM ( Customer Experience Mangement) &Voice of the Customer: Crucial tools & strategies in Customer support and satisfaction. | |
| Managing 4 generations of talent in the CC | |
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Social Media, The New Frontier, and the Contact Center - How is social media being used to support and service customers. |
| Contact Center Best Practices from around LatinAmerica | |
| Contact Centers can be Great Places to Work | |
| Lessons and Best-Practices from the Asia Pacific Success Story | |
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How New Media, Social Networks and Web 2.0 Have Changed Sales (and How to Make It Work For You) |
| Leveraging Emotional Intelligence in Customer Contact & Satisfaction | |
| Benchmarking your Contact Center against the world’s best | |
Program Subject to Change |
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Speakers |
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Bill Price |
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Tim Searcy |
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Catriona Wallace |
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Peter Ryan |
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Rod Jones |
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Ma. Eugenia García |
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Kirk Laughlin |
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Barry Dalton |
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Keith Fiveson |
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Anupam Govil |
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Toni Portmann |
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Bruce Belfiore |
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Dan Hudson |
Office # 1-212-463-0043
69 Fifth Avenue, Suite 9J, New York, NY 10003
skype: kfiveson
email: kfiveson@itesa.com
James Maroney
+52 (55) 5340-2290
Ext. 2010
j.maroney@imt.com.mx
www.imt.com.mx
Office# 1-512-310-8544
6101, West Courtyard Dr, Austin, TX 78730
skype: anupamgovil
email: agovil@globalequations.com
Ana Adame
+52 (55) 5340-2290 Ext. 2500
email: a.adame@imt.com.mx
www.imt.com.mx
