IV. Istanbul Call Center Conference & Expo

Conference Program

Day 1 – September 16, 2008

09:30 – 09:45	Opening Speech
09:45 – 10:45	Keynote -Creating Organizational Value: Building the Call Center of 2015 Mary Murcott/ CEO, Performance Translations, USA
10:45 – 11:15	Coffee Break
11:15 – 12:15	*People –Increase the probability of making the right hire*** Jeff Furst / CEO, FurstPerson. Inc, USA
12:15 – 1:30	Lunch
1:30 – 2:30	Technology – Customer Service Technologies Powering Business Mark Schmidt / Director of Technology and Consulting group for the Avaya EMEA
2:30 – 3:00	Coffee Break
3:00 – 4:00	Strategy – *Driving Operational Improvements: Leveraging the Voice of the Customer through Speech Analytics* Erika Van Noort/Director, BCE Elix, Canada
4:00 – 5:00	2007 Call Center Award Winners

Day 2 – September 17, 2008

09:30 – 10:30	Strategy – Transforming the contact center; how to unlock business value Mike Havard / Managing Director, CM Insight, UK
10:30 – 11:00	Coffee Break
11:00 – 12:00	Strategy – From Strategy to Operational Excellence Denis Cambridge, Manager, ESB National Customer Contact Centres, Ireland
12:00 – 1:30	Lunch
1:30 – 2:30	Strategy - *The Customer,Centric Contact Center: How to Get There* Tim Montgomery / Principal, The Service Level Group, LLC,USA
2:30 – 3:00	Coffee Break
3:00 - 4:00	Success Story - Keeping your call center focused during times of rapid growth and constant change Carol Trimmer / Vice President, Prime Therapeutics, USA
4:00 – 5:00	Technology - Open Contact Center Technologies: Looking to The Future Sean Straus – Genesys Türkiye Ülke Müdürü
5:00 – 6:30	Coctail
6:30 – 8:00	2008 Istanbul Call Center Award Ceremony

CMC

İstanbul Çağrı Merkezi Fuarı 5174 sayılı kanun gereğince Türkiye Odalar ve Borsalar Birliği (TOBB) izni ile düzenlenmektedir.