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Customer Contact Philippines 2009 BPO Event on October 7-9, 2009

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A two-day BPO event will be held in the Philippines on October 7-8, 2009 at the Peninsula Manila Hotel. Frost & Sullivan’s “Customer Contact Philippines 2009” aims to bring together Senior Executives from around the region to discuss strategic, tactical and implementation issues facing the Contact Center Industry today.

The summit will feature two speakers from the often-quoted Contact Center Innovator, Kevin Panozza and Industry Leader, Jonathan De Luzuriaga. It will also have four specialist tracks on People (Staff), Customer, Business Strategy and Technology/Process, plus industry case studies from leading Organizations in Asia Pacific. An “Ask the Experts” Panel Discussions will also be conducted where Functional Experts & Delegates can engage in various discussions on topical customer contact issues. Lastly, there will also be a “Speed Networking Wheel” where delegates can meet & engage in short but valuable one-to-one meetings with key industry players based on a rotating table format.

Some discussion topics include:

  • Transforming Customer Experience
  • The Next Generation Virtual Contact Centers – Break the boundaries by integrating communications into Business Processes
  • Best Practices in creating additional values in your Customer Base
  • Destination of Choice: The Selection Process for the IT/BPO Industry
  • Staffing, Training & Supervising Remote Agents
  • Structuring & Organizing the Contact Center for greater Competitiveness
  • Maintaining Control in a Virtual Contact Center
  • Building a customer-focused Organizational Culture
  • Strategic Contact Center Outsourcing & Partnerships
  • Leveraging on the Voice of the Customer
  • Attracting, retaining & engaging Generation Y (Gen Y) Staff in the Customer Contact Profession
  • Extending the Contact Center into the Enterprise.

For more information please visit www.frost-ccph.com, call Sheryl Fuertez at +65 6890-0963 or email sheryl.f@frost.com.

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