Contact Centre Association of Singapore

CCAS International Contact Centre Awards 2007

CCAS 2 Day Symposium

Outline

The symposium is a platform for the sharing of tactical and implementation issues, regional trends and new developments to address questions related to the chronic talent shortage in Singapore and in low-cost countries such as India & China …What happens when you don’t get the talent? How does this impact the service delivery and Customer experience? How do contact centres remain competitive? What drives productivity - new and innovative technologies/ applications? The symposium is designed to bring together strategies in the areas of People Mgt / Technology / Service Quality / Best Practices for “Building and Celebrating Talent” to meet business and operational challenges in Asia Pacific and the region.

Who should attend?

CEO, COO, CIO, President, Vice-President, Director, Senior Executives responsible for:
Contact Centre Management
Customer Care & Experience
Training & Development
Human Resource / Recruitment
Operations
Corporate Strategy & Business Planning
Performance Management

From the following Industry Sectors:

Banking, Finance & Insurance
Telecommunications
Education
Government
Hospitality / Travel
Logistics / Transportation

Held on 21 – 22 Nov 2007 at Le Meridien Singapore
Prices: S$550 per delegate (CCAS member) & S$750 per delegate (Non- CCAS members)

For overseas delegates needing accommodations:
CCAS has arranged for a special rate of S$190.00+++ per deluxe room per night at Le Meridien Singapore for the duration of the Symposium

Cisco is the worldwide leader in networking for the Internet. For the past 8 years, Cisco has been delivering innovative customer contact solutions to help organizations improve customer service, cut costs, and increase efficiency. Cisco Unified Customer Contact solutions provide an open, strategic platform that allows you to move beyond simple transactions to unique, content rich customer centric experiences through a variety of channels including voice, Web, e-mail and video -- extending customer care beyond the traditional contact center. Thousands of Cisco customers use Cisco Unified Customer Contact solutions to:

Make customer service agents more efficient and productive
Increase revenues with upsell/cross sell opportunities while decreasing contact center costs
Deliver powerful self-service solutions that will enhance the customer experience
Build an IP-based customer interaction environment to enable a new generation of customer centric applications with highly flexible deployment models
Provide personalized service through unique customer-centric experiences

For more information visit http://www.cisco.com/go/cc

Sean Mather	–	Elected Director on the Board of the Australian Teleservices Association
Justin Tippett	–	National Mgr of Contact Centre Channel for Australia Post
Ian Northmore	–	Director of Rhea Consulting
Dr Catriona Wallace	–	Director of Call Centre.net
Simon Kriss	–	CEO & President of Sagatori
Bill Lang	–	CEO & Founder of Bill Lang Int’l
Rob McKay	–	Director of AssessSystems Aust/NZ Ltd
Jason Cosgriff	–	Program Director of The Spencer Partnership
Caleb Chua	–	Principal Consultant of The Right Change
Dr Jeffrey Staples	–	Medical Director of Consulting Services in Asia in International SOS
Mathew Varghese	–	Product Manager for Cisco’s Contact Center Solutions in Asia Pacific

1. Customer Contact Management Association Australia (CCMA)
2. Contact Centre Association of Malaysia (CCAM)
3. Call Center Association of the Philippines (CCAP)
4. China Call-Center & CRM Association (CNCCA)
5. Call Center Industry Association in Thailand (CCIA)
6. Hong Kong Call Centre Association (HKCCA)
7. Indonesia Call Center Association (ICCA)
8. Taiwan Call Center Development Association (TCCDA)

Sean Mather Sean Mather is the Victorian State manager and a Director of Call Design Pty Ltd. Sean has been in the contact centre industry for the last 17 years. Sean is currently serving as an elected Director on the Board of the Australian Teleservices Association (ATA). Over the last 17 years Sean has performed roles as a consultant to the contact centre industry in Australia, New Zealand, Singapore and Hong Kong. Sean has also performed short engagements in the United States of America. Sean’s experience has assisted companies such as Standard Chartered Bank, IBM, Australia Post, Couriers Please, GECFA, The Olympic Club, iTouch NZ, Clear Telecom and Sky NZ among others.


Justin Tippett Justin Tippett has worked in the contact centre industry for the last 10 years. Justin is currently the National Manager - Contact Centre Channel for Australia Post. Justin has pioneered the utilisation of multi channel engagement across a complex and diverse business model ensuring that the channel is able to meet the changing demands of Australia Post’s diverse customer base. Justin, started life as a retail store manager prior to joining the contact centre industry. Justin has performed roles such as Phone Account Manager, Team Leader, Manager Customer Service and Operations Manager before taking control of the Victorian contact centre, the first consolidated contact centre and one of the largest centres in Australia Post.


Ian Northmore Ian is a Director of Rhea Consulting. He specialises in enabling businesses to achieve strategic Customer Relationship Management and has more than 15 years experience in the contact centre industry. He has hand-on experience of CRM, organization design, process mapping, project management, recruitment, training and development across a number of industry sectors. These include Set up and management of all aspects of customer operations including Customer Service, Telesales, Supply Chain Management, Process and Learning and Development areas. Improvement of the self-service IVR options in order to reduce operational costs and improve service. Prior to joining Rhea, Ian was Director of Regional Development and a key member of the Customer Operations team for Virgin Mobile (Asia). He headed up operations in Hong Kong and Tokyo for Level (3) Communications, and was responsible for ensuring a premium level of service to Level (3)’s customer base in Asia through teams of Technical Customer Account Managers.


Dr Catriona Wallace Dr Catriona Wallace is a Director and co-owner of ACA Research, a full service market research company and callcentres.net, an on-line publishing company and contact centre information portal. Dr Wallace’s qualifications include a Bachelor of Arts and Master of Degrees from UNSW, as well as, a Doctorate in Organisational Behaviour from the Australian Graduate School of Management (UNSW and University of Sydney). Dr Wallace’s primary research interests over the last 10 years have been the study of leadership and technology in contact centres in Australia and overseas. She has published numerous research reports and articles related to the service industry and she is the author of a book titled, The Complete Guide to Call & Contact Centre Management. Dr Wallace is part of an international team of researchers currently studying the relationship between Human Resource Management practices and performance in contact centres in 20 countries globally.

Simon Kriss Simon Kriss is the CEO and President of Sagatori, a Hong Kong based call centre consulting company that provides specialised consulting and thought leadership to organisations across the Asian region. Simon has over 15 years of experience working with both inbound and outbound call centres across Government, FMCG, Banking, Utilities, Direct Marketing, Police, Hospitality and Telco industries. He was recently appointed as Official Overseas Consultant to the ‘Committee for Contact Centres’ for the Chinese Government. Simon found the Call Centre Management Association (CCMA) in Australia and acts as a trusted advisor to Call Centre Associations in Hong Kong, Singapore, Thailand, China, Taiwan and Malaysia.


Bill Lang Bill Lang is the founder and CEO of Bill Lang International. Prior to founding Bill Lang International in 2002, Bill worked as a senior Strategic Marketing and Management Consultant with KPMG,AXA, Macquarie Bank and Mckinsey & Company. He co-founded the internet technology company Sharinga Network Inc, in Silicon Valley, in a multi million joint venture with AT&T and British Telecom. As a Melbourne University student in the early 80’s, Bill built the Doctor hot dog business before completing an MBA at Harvard Business School where he was awarded with the highest academic honours as a Baker Scholar. Bill has successfully founded 4 businesses and worked with McKinsey and Company, Macquarie Bank and served several Fortune 500 Companies.


Rob McKay Rob McKay is joint director (along with Dr Hillary Bennett) of Auckland Based consultancy, AssessSystems Aust/NZ Ltd. The company has a wide client base from top corporates down to small SMEs. AssessSystems was established in 2000 and has a team of 5 consultants, 2 PhDs, 2 MAs – all Organisational Psychologists with PRACTICAL business experience. Rob has an extensive background of 25 plus years in the New Zealand and Australian broadcasting industries. In the early 80s, he pioneered commercial FM radio in both Australia and New Zealand. Being an owner, operator and consultant of many radio properties, small and large, Rob has a solid base of general business and marketing knowledge from an industry that is very dependent on 'people performance'. Rob’s qualification include a BA in Business Psychology and a MA (Hons) in Industrial & Organisational Psychology from Massey University – specialising in workplace personality. His expertise lies in assessment for employee selection, development and performance management.


Jason Cosgriff Jason Cosgriff has over 15 years of experience working as a consultant/project manager, driving operational excellence within the contact centre environment. He has successfully led change management and re-engineering programs in many contact centres across Asia Pacific in countries such as Thailand, Singapore, Hong Kong, China and Australia. Jason was the project manager responsible for the re-engineering of the Contact Centre within CommInsure (CBA). This reengineering was the cornerstone for winning the contact centre of the year for two consecutive years in 2005 & 2006 by the banking and finance association. Over his career, Jason has developed a strong understanding of the tools and metrics required to manage call centres to ensure excellent customer service is consistently delivered.


Caleb Chua Caleb Chua has 18 years of experience in the area of Service Quality Training and Consulting. Caleb was the Divisional Director for Product and Business Development in SQ Center and was responsible for designing many of the SQ Centre’s suite of programs which included building competencies in communicating with customers as well as developing professionalism and innovation. Caleb is also a “Singapore SuperHost” Master Trainer – an STB/Canadian Tourism Association licensed program which STB launched for the entire retail industry in the late 1990s and has trained many other trainers on the program. He has been involved with change management as a Senior Singapore Quality Award Assessor for more than 15 years and had successfully consulted for organizations such as Singapore Prison Service, Institute of Technical Education, CAAS and PSA who achieved their SQA awards.


Dr Jeffrey Staples Dr Jeffrey Staples attended medical school at Columbia University in New York and completed his post-graduate training in Hawaii in 1994 at the University of Hawaii. He joined the US Air Forces as a Flight Surgeon, managing aero-medical evacuations throughout the Asia-Pacific region from 1994 to 1998. After his time in the military, Dr Staples returned to Hawaii to practice medicine and is currently the Medical Director of Consulting Services for the Asia-Pacific Region in International SOS leading a team of Occupational Health, Public Health, Pandemic and Crisis Management consultants. His clients include a wide range of Fortune 500 companies, as well as governmental institutions.


Mathew Varghese Mathew Varghese is the Product Manager for Cisco’s Contact Centre Solutions in Asia Pacific. An industry veteran with more than 17 years experience in the IT industry, Mathew is responsible for listening to customers, partners and educating them on the next generation technologies. He worked for IBM previously in various capacities and different countries, specializing on IBM SNA and Voice Technologies.

Sponsorship Opportunities

Request for Endorsement of Event