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08/16/2007, 4:39 PM ET
The Global Forum will conclude with a lively discussion about the controversial topic of Global Call Center Standards. Brad Cleveland will explain ICMI's position on global standards, and then we'll invite response, rebuttal and new ideas from any and all perspectives in an open exchange among worldwide leaders in the call center industry.
All ACCE attendees are invited to join us "live" in the audience during the filming of the Global Forum and we encourage you to become part of the global dialogue!
A Look at Award-Winning Call Centers Around the World Meet the award winners as Brad Cleveland interviews them to learn what makes their centers successful. Participating award winners: Wolfgang Neuhauser, Call Center Manager, Regional Capital of Linz (Austria); Uwe Lamnek, Chief Operating Officer, AOL Germany Service Operations (Germany); Rebecca Patterson, Sales and Service Manager, Gulf Air Worldwide (Oman); Catherine Fang, Manager, Telesales, NTUC Income (Singapore); Maria Rink, Regional Contact Center Manager, Verizon Business Asia Pacific (Singapore); Pepa Fernandez, American Express de Espana (Spain); Balz Kundert, Call Center Manager, LibertyCall AG (Switzerland); Nafisa Salah Taha, Call Centre Manager, Abu Dhabi Distribution Company (UAE); Ossama Nazmi, Sales and Marketing Director, Xceed (UAE) 11:30am -1:00pm BREAK 1:00pm - 2:15pm Interviews with Call Center Professionals from Europe, Africa and Americas Featuring: Paulo Leite, CEO, Dedic, a Portugal Telecom Company (Brazil); Sergio Caserta, Vanguard Communications Europe (Italy); Margie Middleton, Emmanuels Advance (South Africa); Pepa Fernandez, American Express de Espana (Spain) 2:30pm - 3:45pm Interviews with Call Center Professionals from Asia Featuring: Guo Chendong, General Manager, ICMI China; KJ Cheong PhD, Director, Call Center Industry Information Center and President, Academic Society of Call Center Services (Korea); Jojo Uligan, Executive Director, CCAP " Contact Centre Association of the Philippines 3:45pm - 4:15pm BREAK 4:15pm - 4:45pm Open Dialogue on Global Call Center Standards 4:45pm- 5:00pm Closing Remarks: What We Have Learned and What's Next
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ACCE is truly the global gathering place for call center professionals, so that's why it's the location for ICMI's Global Forum, a multimedia production sponsored by ICMI Customer Management Insight and ICMI Membership that's being filmed at ACCE for worldwide distribution. Our Global Forum Chair, Brad Cleveland, will interview award winners and experts from all parts of the world, illuminating what the best centers in different regions are doing right now, and why, as well as exploring their plans for future development. It happens September 11 from 10 AM to 5 PM.
