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Attend the Executive Elite Global Summit of the Americas
Strategic Sourcing for Call Centers, Shared Service Centers and BPO Operations
The Caribbean, Central and South America are all growing markets for near
shore investment in the call/contact centers, shared service centers and
BPO. Like much of the Americas region, Guatemala, host location for the 2007
Americas Summit, is experiencing significant double-digit growth in the contact
center/BPO market, making this sector one of the most dynamic of its economy.
The ongoing economic development in the Americas including privatization,
deregulation, government incentives and substantially improved infrastructures
brings with it a vast array of business opportunities for those
corporations seeking nearer to home shore solutions.
We encourage you to take this opportunity to meet and network with global
contact center executives, consultants and industry leaders, and discover
not only what Guatemala has to offer, but also the highly attractive competing
offerings of the entire region.
At the Global Summit of the Americas you will:
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Meet and network with contact center executives from the Caribbean, Latin
America, North America and Europe
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Learn from global consultants and industry leaders
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Share solutions and strategies on technology, outsourcing, human resources,
international regulation and the newest trends in relationship and customer
management.
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Discover for yourself the great potential this diverse region holds for your
corporation.
At the Summit you won't just network;
you will build new strategic alliances!
Why Attend
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To meet and work with colleagues and industry leaders exploring the latest
trends in contact centers, the Internet and e-Service.
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To examine CRM solutions for the delivery of service and sales excellence.
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To develop essential outsourcing strategies and management tactics for realizing
success with partners.
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To research new site location options from realistic regional perspectives.
Who Should Attend
The Summit is geared toward executive-level education and information sharing
between key decision-makers responsible for their organization's strategic
planning as it pertains to call/contact centers, shared service centers,
BPO, outsourcing options, and location selection.
The Summit is a must-attend event for executive-level decision makers responsible
for:
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Exploring new location options as contact center sites
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Determining the organization's outsourcing strategy and ensuring its success
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CRM, knowledge management, sales and customer service strategy
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Designing the organization's strategy regarding technology acquisition and
management
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Developing their organization's e-Service, contact center, CRM and Internet
strategies
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Taking their organization's contact center, e-Service and customer relationship
strategies to international levels
To ensure the Summit maintains the highest level of relevancy and maximizes
on the time and opportunity of those attending, only senior decision-makers
(President, CEO, COO, Vice President, General Manager, Director, Head of
Business Development) will be accepted as delegates.
Program
Monday, January 22, 2007 |
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8 am-12 noon |
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Pre-Summit Workshops: |
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Attracting Investors and What Investors Need to Look for to Align Winning
Partnerships
Philip Cohen, Philip Cohen Consultant AB
India, Philippines, China or a Caribbean/Latin American alternative? The
growing agent churn in India, the decreasing numbers in English-speaking
staff in other Asian countries and rising costs, as well as flights halfway
around the globe are all factors leading North American businesses to look
for offshore alternatives closer to home. Addressing both English- and the
huge Spanish-speaking prospective markets are also key in this decision when
looking for a new location for your call/contact and shared service centers.
Philip, with his extensive experience and knowledge of the global marketplace,
will walk you through, and help you develop, the 15 factors that locations
must be aware of to get onto the radar screen and short list of investors.
Philip will also give tips to those looking for locations, what they should
be focusing on and what they should be aware of. This workshop is a double-edged
sword, addressing investors' needs and matching these to what different countries
can offer and should market to achieve the same goal a successful,
profitable partnership.
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ATA Compliance Seminar
Tim Searcy, CEO, American Teleservices Association
Mitchell Roth, Legal Counsel, American Teleservices Association
Who should attend?
Legal counsel, marketing and sales personnel, in-house compliance personnel,
operations managers, human resources administrators, and outsource providers
and buyers. This seminar is a must for anyone who must ensure the longevity
of the company through regulatory compliance.
You will learn:
Literally everything about compliance is covered in this fact-packed, fast-paced
seminar. Compliance used to be simple. It was about a few U.S. states with
Do Not Call, and maybe some privacy issues. Now the topics are wide and varied,
including dinner-time rules, national Do Not Call, upsell, cross-sell, data
privacy, OSHA, ADA and hundreds of other laws. Any violation of current laws
can mean tens of thousands of dollars in fines or, worse, the complete cessation
of your inbound or outbound calling activity.
Benefits of attending:
Learn up-to-date regulation information. Access the foremost experts in contact
center compliance in the world. Get exposure to all of the new technology
and vendors capable of making compliance easy for your firm. Receive compliance
documents and systems that make complicated compliance simple to use and
simple to keep current. |
12 noon-1 pm |
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Pre-Summit Networking Lunch for all Pre-Summit attendees |
1-6 pm |
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Facility Site Tours
Facility site tours of dynamic working environments, plus a glimpse at the
lifestyle and standard of living in Guatemala Sites: Innovative Contact
Solutions, New Transactel building, 24/7, Navega, Asistencia Global, Comcel-TIGO.
The tour will include a real estate and lifestyle overview, including business
districts, land development opportunities, universities, colleges, residential
and infrastructure. |
6-8 pm |
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Open networking reception
Reception set to take place at the completion of the facility site tours.
For those not participating in the afternoon tour, return busing will be
provided from the InterContinental to Navega. |
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Tuesday, January 23, 2007 |
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7:30-8:30 am |
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Networking breakfast
Welcome remarks
Estuardo Jose Robles, BPO, Invest in Guatemala |
8:30-9:00 am |
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Keynote Guatemala...Wow!
Carlos R. Arguello, Creative and Artistic Director, Studio ©
A visual extravaganza will showcase the road to achievement through the eyes
and talent of Carlos R. Arguello. A native of Guatemala, Carlos found worldwide
success in such renowned companies as Walt Disney World, Cinesite (Kodak),
Synthetic Video, and Pacific Data Images, creating memorable and award-winning
visual effects in globally recognized film work. Returning to his native
country, he created Studio ©. He works with local talent mentoring and
offering his experience of design and production in architecture, audio-visual
production and graphic design, demonstrating an excellence in globally recognized
work from a native land. |
9:00-10:30 am |
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Essence of Opportunity: The Architecture and Evolution of Winning
Partnerships
Edwin Figueroa, Strategic Accounts Sales VP CALA, Avaya
Emmanuel Seidner Aguado, Presidential Associate of Investment and
Competitiveness, Government of Guatemala
Guillermo Cruz-Gomar, Director, ECSSA
Guillermo Montano, CEO, Transactel
Premier Case Study
Rob Duncan, Vice President of Outsourcing Services, Capgemini
As the key architect and backbone for the successful partnership in Guatemala
and overall leadership in the CALA Region, Avaya sets the stage for dream
team partnerships. Edwin Figueroa will lead off this illustrious panel
of industry experts, highlighting the leadership role and expertise Avaya
provides to build world-class partnerships serving top tier clientele in
the global marketplace. Invest in Guatemala, as a 2007 Americas host location,
will highlight the domino effect of partnering for success along with its
regional partners, ECSSA and Transactel, showcasing how it best serves its
customers with a testimonial from the Vice President of Outsourcing Services
for global giant Capgemini. |
10:30 am |
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Refreshments in the Interactive Room |
10:30 am - 12 noon |
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Open Interactive Session (Facilitated discussion on setting up various
country/regional contact centers)
Philip Cohen, Philip Cohen Consultant AB
Katherin Dockerill, SVP, Marketing and Business Strategy, Stream International
After breaking into teams, you have been assigned the task of setting up
a contact center in a new country/region. What steps should you take? What
criteria need to be met? What resources do you need? What questions need
to be answered? What obstacles will you encounter? How much of an investment
will be needed? Some people on your team will have experience and can share;
others won't and will learn a lot. Everyone will learn something. One individual
from each team will present back to the whole group on the results, demonstrating
how similar/dissimilar the results are. Entire group will then discuss results. |
12 noon - 12:40 pm |
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Case Study Presentation: Expanding in the Americas |
12 noon - 12:40 pm |
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Refreshments |
12:40-2:00 pm |
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Networking Luncheon and Showcase |
2:00-2:40 pm |
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W5 Strategy: Adventures in Real Estate
Antonio Aycinena and Juan Francisco Castillo, Campus Corporativa
As leading real estate solutions providers, Antonio and Juan Francisco will
outline the high quality, innovative and strategic real estate solutions
for contact/shared service centers and BPO activities available throughout
Central America. They will outline the requirements needed to fulfill either
a partial or completely rented space, or a build-to-suit solution with exact
specifications. |
3:00-4:00 pm |
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The Art of Communication: Human Capital that Talks the Talk
English Language Training in a Spanish Language Location
German Gomez and Victor Castro, Instituto Guatemalteco Americano (IGA)
Instituto Guatemalteco Americano presents its Call Center Language Training
Program. This program aims at providing potential call center personnel with
purpose-specific language. IGAs program combines communicative language
training methodology with field related content to yield a well-structured
and up-to-date preparation for individuals looking for a career in the call
center industry. The programs main components and objectives will be
presented, along with market-specific results and expectations.
Business Spanish Call Center Certification: Servicing the Emerging
U.S. Hispanic Market
Evelyn España, Regional Director, Arial International, LLC
In todays highly competitive marketplace, call centers are taking steps
to provide best-in-class service. Offshore call centers targeting the emerging
U.S. Hispanic market are also looking for an edge that provides them with
a differential service offer and are turning to bilingual call center
certification programs to prove that competitive advantage. Bilingual
certification programs demonstrate that your center is focused on the critical
areas of customer service, operational efficiency, personnel selection/training
and utilizing best-practice standards to meet your customers needs.
A bilingual certification also provides purchasers of outsourced services
with an independent third party expert recommendation that your call center
provides the highest levels of bilingual customer service. |
3:20-3:40 pm |
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Refreshments |
3:40-4:30 pm |
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A Virtual and Flat World?
Keith Fiveson, CEO, Managing Consultant, ITESA People Convergence
Consultants
The world is flat, and virtual. Convergence of people and technology, supported
by processes and methodologies, continue to fuel consumer expectations and
service delivery requirements. Anywhere, at any time, consumers expect and
demand excellence in service via voice, e-mail, chat, collaboration, Web,
voice response and now video! During this session Keith will provide an
analytical comparison and insight into the topic of convergence, competition
for consumer dollars, globally. Using case study examples and research
statistics, he will show how service providers in this virtual arena are
stepping up to the challenge by providing value-added services, new technologies,
process and capability to deliver excellent results consistently to their
customers. |
4:30 pm |
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Light Refreshments |
6:30 pm |
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Guatemala... Wow!
The sights, sounds and tastes of Guatemala will be explored as you experience
the cuisine, music, dance, history, culture, arts and crafts of this historic
civilization. An evening you wont soon forget! |
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Wednesday, January 24, 2007 |
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8:00-9:00 am |
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Networking breakfast |
9:00-10:20 am |
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Keynotes - A Regional and Global Vision of Worlds United
Universidad Francisco Marroquin (UFM)
With more than 30 years of intellectual leadership in Latin America, the
Universidad Francisco Marroquin maintains its stated mission "To teach
and disseminate the ethical, legal and economic principles of a society of
free and responsible persons" which makes it unique in the world of
higher education. Our speaker will outline how this philosophy played a key
role in the enactment of the 1996 General Telecommunications Law in Guatemala,
creating a free and competitive environment for the telecom industry to thrive
and grow. Recently deceased Nobel laureate in economics, Milton Friedman,
said he knew of "hardly any comparable success story."
Tim Searcy, CEO, American Teleservices Association
A man of our times and the quintessential leader of the largest teleservices
organization in the world, Tim has a legacy of fighting the good fight for
the telecom industry not only in the U.S., but sharing his valuable insights
with the global community as well. With unique insight and wit, Tim will
share his thoughts on the future of the teleservices industry, the continuing
evolution of the global outsourcing phenomenon and what he foresees for global
business partnerships in the future. |
10:20-10:40 am |
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Refreshments |
10:40-11:20 am |
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Expand your Strategic Options: Reaching For the Stars
Willy Paiz, CEO, Navega; Ricardo Gonzalez, General Manager, TIGO Guatemala
The never-ending challenge to exceed customers' expectations while staying
above the competition is a priority on every business leaders mind.
Advances in international communications with improved quality and reliability,
not to mention infrastructure options like wireless, fiber optic rings, and
satellite, make it virtually possible for any country in the world to play
in the same arena. Lets take a look at some of the new and defining
factors that will determine the next generation telecommunications leaders. |
11:20-11:30 am |
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Refreshments |
11:30-12:30 pm |
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Growth...Rapid Expansion...Partnership Investments...Mergers The CFO
Factor: Quite a Balancing Act
David Montiel, CFO, International Practice CIT
Philip Dickerson Peters, CEO, Zagada Markets & Sphaero Alliance
Whether we choose to grow organically or by acquisition, in double-digits
or even at hyper speed, only good governance can ensure that our choices
result in good growth growth that produces enduring value for our
businesses and engenders the trust and confidence of our stakeholders. These
are issues we all face no matter what our industry. What is the defining
role, and what are the standards that govern financial success? How can the
CFO and the CEO work with the executive team to deliver the quality growth
essential for business success? Our speakers will highlight the development
of a winning plan, from access to financing, to partnering and/or merging. |
12:30-1:40 pm |
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Networking luncheon and Americas Showcase |
1:40-3:20 pm |
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United Horizons Panel and Discussion: Aligning Partnerships for Regional
Growth
Facilitated by Thomas M. Rocca, President, KPI Group, LLC
Nearshore-offshore considerations will be profiled by prominent industry
leaders highlighting the vast opportunity open to varied vertical industries.
The unique Caribbean and Latin American business infrastructures will be
examined, highlighting the alliances and strategic partnerships being formed
to utilize all the talent, language options and diverse cultural experience
available in this vibrant pool of human capital. A valuable resource session
for potential investors and regional partners alike, examining a snapshot
view of the inward investment strategies that are being deployed and the
opportunity for growth throughout the CALA region. |
3:20-3:40 pm |
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Refreshments |
3:40-4:30 pm |
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Closing Keynote Address: Winning in the Americas
Óscar Rafael Berger, President of the Republic of Guatemala
Óscar Berger is the Guatemala's fifth president in more than 20 years
of stable democracy, and a pillar of stability himself. Having spent 18
uninterrupted years working for his political party, President Berger has
a track record of public service. He was twice elected the mayor of Guatemala
City, contributing enormously to a legacy of mayors who have through the
years earned worldwide recognition for making it one of the most beautiful
cities in Latin America. The President is also a very successful businessman.
He was named "Leader of the 90's" by Guatemala's Entrepreneurial Council,
and was also a national baseball star. President Berger holds a law degree
from the Universidad Rafael Landivar. |
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Official presidential tour of the Summit of the Americas sponsors
and reception |
Venue
Real InterContinental Guatemala
14 Calle 2-51, Zona 10
Guatemala City, Guatemala
Tel: +502 2379 4444
http://www.icguatemala.gruporeal.com
The Hotel Real InterContinental Guatemala is the official hotel location
for the 2007 Americas Summit. The special Summit meeting rate is $120.00
US Deluxe Single, $130.00 US Deluxe Double, $140.00 US Deluxe Business. Suites
and business executive upgrades are available. For advance reservations call
+502 2379 4444.
The room rate includes breakfast in the hotel restaurant Cafe de la Paix.
Room cancellation policy: Participants can cancel their room reservation
two weeks prior to the event with no penalty. After January 8, 2007 the hotel
does not accept any cancellation, and the total amount for the booking will
be charged to the guest credit card guaranteeing the room.
Meet and greet will be provided at the airport (which is currently under
renovations), and a shuttle service will be provided from the airport to
the hotel. The hotel provides a return shuttle to the airport. Please advise
the hotel of your departure time in advance.
Registration Fees and Discounts
$1,195 US per person for the 2-day Summit
Summit fee includes continental breakfast and lunch each day, reception and
Summit workbook |
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$1,890 US per person for the 2-day Summit (as above)
plus Attracting Investors to Your Location workshop, lunch, and afternoon
facility site tours |
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$1,890 US per person for the 2-day Summit (as above)
plus ATA Compliance Seminar, lunch, and afternoon facility site tours |
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Multiple attendee discounts. Attend
with your fellow executives and save. Register two executives from
your company and save 10%. Register three or more executives from your company
and save 20%. |
Payment is due prior to the conference. If payment is not received,
a credit card hold will be required for participation. This card will
only be processed if payment has not been received within two weeks following
the conference. Multiple attendee registration discounts apply only to attendees
from the same company attending the same (day and location) seminar.
Cancellation Policy. Registrants may cancel up to fourteen
days in advance of the seminar start date for a full refund, less administrative
fees of $300. Or, you may transfer your registration to another member
of your company at no additional charge. Registrants canceling within
fourteen days of the seminar will receive credit, less administrative fees
of $300, toward any other Resource Center seminar. In the unlikely
event that a seminar must be cancelled, you will be notified at least one
week prior to the seminar date. Seminar provider is not responsible for losses
due to cancellation including losses on advanced purchase airfares.
Conference program subject to change. |