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In this edition of CCPORTUGAL we have the pleasure of counting on a fine selection of cutting edge, innovative, provoking and inspiring keynote speakers recognised worldwide, who will really make us re-evaluate the importance of consumer experiences in the contact center industry and the world of business in general. Each speaker will approach the main theme through their own specialist angle providing us with invaluable insights into how we must tackle the challenges of tomorrow. Some familiar faces, some new and some fruit of our special partnership with McKinsey, each speaker will bring something new, thought-provoking and critical to how the participants of this event conduct their businesses in the future. |
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Ex-Vice President for America Online, Digital Revenue consultant, author, speaker and host of the popular BNET show Dog and Pony. |
With his firm, Middleshift LLC, Vince and his partners, help Internet |
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Companies build revenue by creating advertising solutions and scaling sales efforts. Vince’s firm has worked with many leading Internet Media companies including Facebook, Napster, TVGuide.com, Michael Eisner’s Vuguru and StreetFire.net. At StreetFire, Vince also served as interim CEO. Prior to his consultancy, Vince spent seven years at AOL where he was the Regional Vice President of Sales. Prior to joining AOL in 1998 Vince was a television executive. He is the author of the bestselling business book, Ignited: Managers, Light up Your Company and Career for More Power, More Purpose and More Success, available on FT Press and regularly speaks at and moderates events for ad execs, entrepreneurs and venture capitalists. Vince lives in Los Angeles and holds an undergraduate degree in Communications from The University of Southern California’s Annenberg School and a Masters in Business Administration from Pepperdine University’s Graziadio School of Business. |
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President & CEO of Think! Inc. |
Brian Dietmeyer is President, CEO and Co-founder of Think! Inc. with Max H. Bazerman, Ph.D., Harvard Business School Professor and author of Negotiating Rationally among others. Mr. Dietmeyer is a 20+ year veteran |
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of sales, marketing and strategic planning. As Vice President with Marriott International, he led the National Account, Territory Management, Telemarketing and Teleconferencing Sales Forces.
He’s a frequent public speaker and had published articles on Negotiations, Marketing Research, Business to Business Relationships and Adding Value. Mr. Dietmeyer is the author of Strategic Negotiation and B2B Street Fighting (release date April 2009).
He has been VP of Marketing on the Board of Directors for National Account Management Association and was the Chairman of the MPI Education Foundation Board.
Brian holds a Masters Degree in Management from The JL Kellogg Graduate School of Management at Northwestern University and he’s a graduate of the Executive Development Program at the Aspen Institute/University of Maryland. He is also a certified Sales Trainer. |
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Doctorate’s degree in Organizational Psychology, founder of Inventium and author |
Dr Amantha Imber is the founder of Inventium, an international creativity and innovation company that grew out of her desire to counter “fluff” |
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– the dubious advice she would regularly encounter. Amantha is author of The Creativity Formula: 50 scientifically proven creativity boosters for work and for life. Amantha has a doctorate in organizational psychology, which means she brings a scientific yet highly practical approach to creative thinking and innovation.
Inventium’s tools and techniques have been tested in real world and lab studies. They are based on scientific theories that have been proven time and time again to significantly enhance creative thinking and innovation.
Amantha has written extensively on creativity and innovation in industry publications, she writes a regular column on science-based innovation, is an in-demand conference speaker around the world on creativity and has helped literally thousands of people solve problems more creatively and as a result, bring better innovations to market. Through Inventium, Amantha has worked with clients across Australia and the world, including LEGO, Kimberly-Clark, Ogilvy + Mather, BP, Deloitte, Qantas, Vodafone, and Fosters. Prior to Inventium, Amantha was a senior strategist and consumer psychologist working for multinational advertising agencies. |
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Senior Consultant, WFO |
Julie-Anne heads the callcentres.net Workforce Optmisation practice across the Asia Pacific region. She has been providing consulting services to contact centres around the world for more than 12 years. |
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She has worked with organisations varying in size from 10 to 26,000 seats focusing primarily in the area of Workforce Management. Julie-Anne has a BA (hons) degree in International Business Studies and German.
Throughout her previous engagements she has been responsible for delivering both technology and business solutions in complex and challenging environments. Julie-Anne also provides training in contact centre performance. |
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Vice-President European Confederation of Contact Centre Organizations (ECCCO) |
Manfred is greatly involved in Call Center Forum Deutschland e.V. as member of the board since 1998 and as its President since 2003. He is also co-founder and Vice-President of |
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ECCCO the European umbrella association for contact centres. He is author of numerous articles in specialist publications as well as a popular speaker and moderator at seminars and specialist congresses.
As chairman of the German delegation he was involved in the development of the new European standard for Customer Contact Centre (EN 15838) from 2006 to 2009. Manfred has been working on the development of personal and organisational processes within companies since 1984. His focus also includes contact centre organisations and customer communication, which he has been involved in since 1994. Since studying business economics and gaining an additional computer science in economics qualification, Manfred began his career in the IT industry. After several years he focussed his attentions on strategic business development and passed through several managerial positions specialising in financial services and logistics. During this time he was responsible for reengineering and building business units (call centres as well) and the implementation of quality strategies.
Since 2002 he supports and accompanies as owner of C.M.B.S. Managementberatung his clients throughout Europe in sensitive change processes, operational and organisational structure, productivity improvement as well as conceptual design of customer service centre. These top keynote speakers to liven up the discussions about new visions for the future, some of the speakers being the fruit of our special partnership with McKinsey, along with the venue, themes, participants and valuable networking moments will ensure this conference is one that you cannot afford to miss. |
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Partner of McKinsey New Jersey. |
M.B.A. from The Wharton School of the University of Pennsylvania
B.Ec. and L.L.B. from the University of Sydney. Leader of the Firm’s North American Customer Care practice Advised on the consolidation of contact centers for an Indian telecoms |
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operator outlining implementation plans to capture full consolidation savings. Developed a new customer contact operating model for a U.K. credit card company, including identifying opportunities in key business processes and in key operating model changes Managed operations for Citibank's contact centre in Australia prior to joining the Firm. |
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Partner of McKinsey Portugal. |
M.B.A. from Harvard Business School of the Harvard University Chemical Engineering degree from Instituto Superior Técnico. Leader of the Firm’s EMEA Customer Care practice. upporting a major bank in reviewing its commercial approach, including the role of each channel (branches, call |
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center, …) SSupporting more than ten different banks and telecoms across EMEA and LATAM in identifying opportunities to increase their call centers productivity (e.g., service to sales conversion, agent utilization, IVR performance, agent sales productivity)
Supporting a leading direct bank in increasing its sales force effectiveness. |
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