2-day Symposium

客户世界 | 2015年7月12日 | 文库 | 评论已关闭 | 1314

客户世界||2006-07-25

This Symposium is suitable for Managers in Call Centres, Operations, HR, Training, QA, IT and Technical Help Desk, CEO & Team Leaders

Dear Members
We are delighted toannounce that we will be organising a 2-day Symposium to discuss topical issues of the industry which brings valuable insight from leading practices, case studies and best practices of leaders
in the field.

Our first Symposium held last year was a runaway success, attracting more than 180 delegates from a broad industry spectrum, such as – financial services, insurance, government institutions, telecommunications, transportation and utilities.

For this year’s Symposium, we have invited an impressive line-up of international and local speakers to share their work practices and experiences on various topics that will be great interest to delegates.

Proudly sponsored by

Programme highlights:

"Asia in the global contact centre outsourcing mix"
Keynote speaker: Peter Ryan, Lead Consultant, Datamonitor

"Findings of Singapore Awards 2006 – Awards Criterion"
Singapore Judges & Moderator Siva Subramaniam, Singapore Awards Chairman

"Findings of Regional Awards 2006 – Awards Criterion "
Regional Judges & Moderator Simon Kriss, Regional Awards Chairman

"The new Call Centre Maturity & Capability Model"
Simon Kriss, Regional Awards Chairman

"Latest trends in service delivery in contact centres"
Sidney Yuen, Chairman, HKCCA

"The synergy between technology, sound management and human resource"
Peter Ryan, Datamonitor’s Lead Consultant

"Engaging your call centre staff in strategy planning"
Elsie Chua, Senior Vice President, Singapore Press Holdings

Birds Of A Feather" Session
– Staff Turnover
– Making Technology Work
– Making Offshoring Working
– Dealing with Legislation, Laws and Rules in a New World of
Customer Markeing
– Outsourcing
– Selecting for Success

Human Resource Management in Contact Centres"
Dr.Catriona Wallace, Director and co-owner, callcentre.net

Creating The Leadership Difference"
Francis Foo, Partner, JM Williams & Associates Sdn Bhd

Case study "The growth journey of a call centre leadership team"
Gay Reed Barrance, Call Centre Manager, Amway

"Zen and the art of call centre management"
Colin Taylor, Chairman & CEO – The Taylor Reach Group Inc

"Impact of the new "Do Not Call Register legislation for Business and Customers & what this means for Outbound Telemarketing Industry"
Shawn Kewley, President, Customer Contact Management Association (CCMA)

Creating and importantly delivering a Value Proposition!
Siva Subramaniam, Singapore Awards Chairman

"Technology Trends: 2006 and Beyond"
James Haensly, Vice President, foobooonline.com

Case Study – "Successfully Implementing a QM solution"
Michelle Cigana, Vice President, Quality Management Practice, Sagatori

"Optimising IVRS Usability"
Daniel Szuc, Principal Usability Consultant Apogee Usability Asia Ltd

EARLY BIRD DISCOUNT!
Register before 31 July 2006 and enjoy a 5% discount

GROUP DISCOUNT!
Groups of 5 members and above will enjoy a 10% discount
1 Day Symposium Pass : S$280.00 / Non member S$480.00
2 Day Symposium Pass : S$550.00 / Non member S$880.00
2 Day Symposium Pass : includes one Awards dinner seat S$780.00/ Non member: S$1,000.00

* Only 1 discount scheme applies

To register, please visit our website www.ccas.org.sg

Thank you and we look forward to your participation

Catherine Foo
Contact Centre Association of Singapore
37B Kreta Ayer Road, Singapore 089001
Tel: 6CONTACT (62668228 Extension 2)
Fascimile: 62214178