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| 09h00 - 10h30 |
Registration and Coffee Break |
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| 10h30 - 11h00 |
Opening |
| Speakers |
Miguel Reynolds Brandão |
| João Centeno |
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| 11h00 - 11h45 |
Consumer Experience Innovation and Excellence |
| Speaker |
Oliver Van Riet Paap |
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| 12h00 - 12h45 |
Business Negotiation, redefined |
| Speaker |
Brian Dietmeyer |
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| 13h00 - 15h00 |
Lunch |
| Support |
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| 15h00 - 15h45 |
An Outlook of the European CC industry: market, regulation, competiveness |
| Speaker |
Manfred Stockmann |
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| 16h00 - 17h00 |
ROUND TABLE 1 |
| Theme |
Perspectiva da Indústria de CC: Mercado, Regulamentação & Competitividade |
| Guest Speaker |
Luis Andrade |
| Participants |
TEMPO TEAM, SANTANDER, ISLA, ALTITUDE e PROSEGUR ACTIVA |
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Coffee Break |
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| 17h30 - 18h15 |
Managers Ignited - More Power, More Purpose and More Success |
| Speaker |
Vince Thomson |
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| 19h00 - 20h00 |
Cocktail |
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Autograph session - Vince Thomson Book (Ignited: Managers, Light Up Your Company and Career for More Power, More Purpose and More Success) |
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| 20h00 - 23h30 |
Gala Dinner |
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"apcc best awards" and "altitude innovators awards" |
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| 10h00 - 10h30 |
"Work in a Call Center" |
| Speaker |
Maria José Chambel |
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| 10h30 - 11h30 |
ROUND TABLE 2 |
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| Theme |
Innovation and Service Excellence |
| Moderador |
Francisco Cesário |
| Participantes |
ZON, ACTIVE BRAIN, JOGOS SANTA CASA, GRUPÊS, RHmais, GMtel |
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apcc Award "best academic work" |
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| 11h45 - 12h45 |
ROUND TABLE 4 |
| Theme |
Tecnologia como alavanca para a Inovação |
| Guest Speaker |
Rui Santos |
| Participants |
COLLAB, CISCO, AVAYA, ALCATEL-LUCENT, NEXTIRAONE, ALTITUDE |
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| 12h45 - 13h00 |
Autograph session |
| Speaker |
Maria José Chambel |
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| 13h00 - 15h00 |
Lunch |
| CISCO Award: "Innovation in Contact Centers" |
| Support |
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| 15h00 - 16h00 |
ROUND TABLE 3 |
| Theme |
Novos conceitos, novos modelos, novos horizontes |
| Guest Speaker |
Miguel Lopes |
| Participants |
BPI, EDP, TELEPERFORMANCE, Vince Thomson, GUEST CENTRIC |
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| 16h00 - 16h45 |
Innovating Customer Experience Measurement: Why the measurement of customer satisfaction should have stayed in the 1980s. |
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| Speaker |
Julie-Anne Hazlett |
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Coffee Break |
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| 17h00 - 17h45 |
The Crisis: One Year On |
| Speaker |
Nuno Catarino |
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| 17h45 - 18h00 |
Closing |
| Speakers |
Pedro Champalimaud |
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NOTE: This programme can be changed and adjusted |
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