Customer Contact Management Forum

Date: 19 September 2006
Venue: Crowne Plaza Mutiara Kuala Lumpur, Malaysia

The annual ATCEN Panel Discussion and knowledge sharing event is here!

Building on the success of last year’s exclusive Panel Discussion event which saw the participation of 40 senior level Contact Center and Customer Service individuals from various industries (see http://www.atcen.com/anewevents_2005.html); ATCEN is organizing this light hearted and beneficial knowledge sharing again. This year’s event will be followed by the Certified Customer Contact Management program in the subsequent two days.

The Forum this year will focus on the waves of change the Malaysian Contact Center industry has experienced in 2006 and more importantly what to expect in 2007. Paying special attention to the Outbound environment viewed from the People, Technology and Process perspectives and how this has changed the perception and practices of the industry, this Forum will be enlightening.

In preparation for 2007, we have insights and thoughts from leading industry practitioners and two fascinating presentations from Byron Fernandez, CCAM President and Alan Downe, Lecturer – MMU.

The ATCEN Customer Contact Management Forum event is by exclusive invitation ONLY.

Requests for seats can be made by emailing jeremy@atcen.com or ken@atcen.com (Subject to availability and cancellation).

Forum Highlights

Listen to an overview of the Malaysian Contact Center industry in 2006 from CCAM’s President
Obtain a strategic view as to the happenings of 2006 and it’s possible ramifications to 2007
Learn what the industry’s leading individuals think of what to expect in 2007
Gain and share opinions on how 2006 has been for you and what you expect in 2007
Understand what the current and impending workforce thinks of working in Contact Centers
Discover how and what will the Outbound environment will be like in 2007
Embrace the opportunity to knowledge share best practices of different Contact Centers in various industries
Extend your professional network by meeting the Industry’s Leaders

Program Agenda


	09:15am – 10:00am	Registration and Welcome Coffee
	10.00am – 10.05am	Opening (by Jeremy Lee, Senior Consultant/CFO - ATCEN)
	10.05am – 10.35am	Topic: Perceptions of the Malaysian Contact Center Industry Presented by: Mr Alan Downe , Lecturer – MMU
	10.35am – 11.05am	Topic: The Significant Activities of Contact Center Operations in 2006 Presented by: Mr Byron Fernandez, President – CCAM
	11.05am – 12.55pm	Panel Discussion – “ The Malaysian Contact Center Landscape – What to Expect in 2007?” Panelists: Byron Fernandez, President – CCAM Gary Coman, Technology Management - Cisco Systems Ken Ng, Principal Consultant – ATCEN Mr Alan Downe , Lecturer – MMU Moderator: Jeremy Lee , Senior Consultant/ CFO - ATCEN
	12.55pm – 1.00pm	Q & A Closing (by Jeremy Lee, Senior Consultant/CFO - ATCEN)
	1.00pm – 2.00pm	Lunch and Networking Session (Lunch will be served at Main Lobby, Glass Lounge)

Attendees

Heads of Contacts Centers . Customer Service Directors . Head of Services . Services/Customer Support . Contact Centre Directors . Vice Presidents . Sales Directors . Marketing Directors . HR Directors .

Sliver Sponsor

Cisco Systems (Malaysia) Sdn Bhd Cisco Systems, Inc. is the worldwide leader in networking for the Internet. Today, networks are an essential part of business, education, government and home communications, and Cisco Internet Protocol-based (IP) networking solutions are the foundation of these networks. Cisco hardware, software, and service offerings are used to create Internet solutions that allow individuals, companies, and countries to increase productivity, improve customer satisfaction and strengthen competitive advantage.

Researched and Produced by

ATCEN is Asia's premier Center of Excellence providing human performance, business consulting and business process outsourcing services in the area of customer contact management. We focus on developing human capital and organizations to achieve higher productivity and business performance.

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