Manila, Philippines - The last 11 years have been a succession of challenges and successes for the outsourced contact center services sector.
Coming from these experiences, the Contact Center Association of the Philippines (CCAP) has been the vanguard of change and a staunch supporter of national development.
With this in mind, the CCAP is again setting its sights ahead into the future. The International Contact Center Conference and Expo (ICCCE), the organization’s annual affair, continues to bring global experts in the contact center outsourcing sector.
The event will be held at the SMX Convention Center in Pasay City on Sept. 18-20.
With the slogan “2020: The Future of Outsourcing,” the ICCCE 2012 will be the biggest event yet and will highlight future trends that would shape the outsourcing sector in the coming years.
The major topics during the two-day event include manpower development, sales and marketing strategies, software and hardware trends for contact center firms, and outsourcing impact on businesses.
New and interesting topics have also been lined up to enhance the knowledge of contact center operators as well as provide insight about the future of outsourcing to associate industries.
Among these are neuro-linguistic programming to make agents and managers become more effective communicators; the use of social networking services for manpower recruitment; the use of natural speech software similar to Siri in Apple’s iPhone 4S; and career planning techniques using SWOT.
Invited to share their experiences include McCann chief technology officer Greg Armshaw and Google Enterprises Asia-Pacific general manager Johan Segergren who will speak about the technologies which outsource providers should bet on; Ovum lead analyst Peter Ryan, Thomson Reuters political and general news editor-in-charge Raju Gopalakrrishan, and Economist Corporate Network Hong director Ross O’Brien who will tackle geo-politics and its effects on outsourcing; and University of Strathclyde associate dean Philip Taylor and British Council business development manager Nick Walker who will talk about new challenges to educators and human resource managers.