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:

  • Meet and network with contact center executives from the Caribbean, Latin America, North America and Europe
  • Learn from global consultants and industry leaders
  • Share solutions and strategies on technology, outsourcing, human resources, international regulation and the newest trends in relationship and customer management.
  • 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

  • To meet and work with colleagues and industry leaders exploring the latest trends in contact centers, the Internet and e-Service.
  • To examine CRM solutions for the delivery of service and sales excellence.
  • To develop essential outsourcing strategies and management tactics for realizing success with partners.
  • 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:

  • Exploring new location options as contact center sites
  • Determining the organization's outsourcing strategy and ensuring its success
  • CRM, knowledge management, sales and customer service strategy
  • Designing the organization's strategy regarding technology acquisition and management
  • Developing their organization's e-Service, contact center, CRM and Internet strategies
  • 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
8 am-12 noon Pre-Summit Workshops:

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.

   OR

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 Pre-Summit Networking Lunch for all Pre-Summit attendees
1-6 pm

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 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.

Tuesday, January 23, 2007
7:30-8:30 am Networking breakfast

Welcome remarks

Estuardo Jose Robles, BPO, Invest in Guatemala

8:30-9:00 am 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 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 Refreshments in the Interactive Room
10:30 am - 12 noon 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 Case Study Presentation: Expanding in the Americas
12 noon - 12:40 pm Refreshments
12:40-2:00 pm Networking Luncheon and Showcase
2:00-2:40 pm 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 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. IGA’s 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 program’s 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 today’s 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 Refreshments
3:40-4:30 pm 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 Light Refreshments
6:30 pm 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 won’t soon forget!

Wednesday, January 24, 2007
8:00-9:00 am Networking breakfast
9:00-10:20 am 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 Refreshments
10:40-11:20 am 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 leader’s 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. Let’s take a look at some of the new and defining factors that will determine the next generation telecommunications leaders.

11:20-11:30 am Refreshments
11:30-12:30 pm 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 Networking luncheon and Americas Showcase
1:40-3:20 pm 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 Refreshments
3:40-4:30 pm 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.

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

$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

$1,890 US per person for the 2-day Summit  (as above)

plus ATA Compliance Seminar, lunch, and afternoon facility site tours

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.

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