Conference Day 1:

 (Conference Day 1) Dec. 2  |  (Conference Day 2) Dec. 3  |  (Conference Day 3) Dec. 4

WOWing your customers increases profits and retention. It also improves morale and sets your contact center apart from the rest. Hear from the top 3 customer service operations in the world. Hear their service secrets and how they manage and motivate staff to deliver exceptional service. Find out what tools and technology they have and get an insight into their strategy.

Established: 1994 Size Of Center: 220 Type: Inbound and Outbound Presented by: Lynn O'Neill, Assistant Vice President The New York Life Insurance Company is the largest mutual life insurance company in the United States, and one of the largest life insurers in the world. Through its Tampa operation, New York Life serves AARP members via the AARP Life Insurance and Lifetime Income programs. The company ranked #78 in the 2007 Fortune 100. In 2007, Standard and Poor’s upgraded New York Life Insurance Company’s insurance financial strength rating to AAA, the highest rating Standard and Poor’s assigns. The company is now one of only three life insurers to hold the highest possible rating from all four major rating agencies (Standard and Poor’s, Moody’s, Fitch and A.M. Best). Presented by: Ömer Lütfi Soylu, Corporate Sales Operation Manager Global Bilgi was founded in 1999 to response the needs of domestic telecommunication industry which then had substantial growth potential in close future. Having been an outsource contact center, Global Bilgi now serves the needs of corporate customers in mainly telecommunication and also in media, retail, technology and online betting. Cutting edge technology and a highly competent workforce of 6000 employees in nine different locations (including business partners) helps Global Bilgi create value as it produces customized services for its customers. The company leads the outsourcing contact center market in Turkey with a 54% market share. Established: 1988 Size of Center: 400 Type: Blended Presented by: Pauline Low, Head, Contact Centre Established in 1970 in response to the growing needs for affordable insurance, NTUC Income has become a leading life, health and general insurer, earning the trust of 1.8 million customers.

Managing schedules is a challenge. Hear how these award winning workforce planners do it. Find out their tips and take back these ideas to make your scheduling work better for you and your staff.

Presented by: Robert Jarrett, Director-Support Services Global Payments (NYSE: GPN) is one of the world’s largest transaction processors and offers worldwide, world-class electronic transaction processing services through our high speed, robust electronic information networks. These networks process billions of business and consumer payment card and money transfer transactions annually for customers in the United States, Canada, Europe and Latin America.

Agents presenting at a conference packed full of Executives? When you hear what these agents do, what motivates them, how they act and think, you will want all your agents to be like these. Hear them, ask them questions and learn what you should be looking for when you recruit.

Established: 2004 Size of Center: 80 Type: Inbound and Outbound Presented by: Andreea Gurmai, VIP Team Customer Relationship Manager WagerLogic Limited, a wholly-owned subsidiary of CryptoLogic Limited, is responsible for the licensing of gaming software and services to an internationally-recognized, blue-chip customer base. Premier gaming and entertainment companies such as William Hill, Littlewoods Gaming, World Poker Tour and Playboy Gaming trust WagerLogic to deliver the integrity, innovation and gaming excitement their brands demand. Established: 1960 Size of Center: 1200 Type: Inbound & Outbound Presented by: Brian Scifres, Customer Care Specialist Humana Inc is an internationally, publicly traded health benefits company that offers coordinated health insurance coverage and related services to individuals, employer groups, and government-sponsored plans. Employing over 22,000 people world wide Humana is a Fortune 100 company leading the industry in consumerism research and Medicare Part D membership. Throughout our organization, Humana associates and leaders are dedicated to delivering value to customers, members, and shareholders. Humana’s diverse business units position us to serve many types of consumers, including seniors, military members, and self-employed individuals. Established: 1996 Size of Center: 1000 Type: Inbound Presented by: Kylie Johnson, Customer Service Agent Datacom is one of the largest Technology Service Company’s in Australasia region. We have a 40 year history specialize in delivering a brand customer experience for leading global Technology companies. We offer flexibility and choice, an engaged team of people, an open book approach and a customer focus second-to-none.

There’s lots of technology out there. These award winners will be showcasing case studies on how their solution has helped others. These are not sales pitches but actual case studies you can learn from.

Presented by: David Scott, Director-Channel Sales Contact Solutions (CSI) saves its clients millions of dollars by improving their contact automation significantly while uplifting customer satisfaction levels. Deploying time-tested shared IVR services, world-class IVR applications and procedures, and an industry-leading project management approach around six distinct Centers of Excellence, the company has helped the contact center industry redefine contact automation standards while striving for continuous improvements. Large enterprises such as American Express, Delta Airlines, Motorola and many public sector entities benefit from the company's focused, cost-effective contact automation approach. Presented by: Dr. Wali Mughni, CEO   TouchStar is a rapidly growing world class unified communications and call center technology provider. TouchStar has seven world wide offices and more than 2,500 call centers and businesses using our solutions.

Leaders influence the entire contact center. We have gathered the top 3 leaders from around the world to share their knowledge and experience and insights. Listen to their story and then ask them questions about their style, challenges and how they lead by example. Every leader running a contact center should learn from the very best – here they are!

Established: 1970 Size of Center: 100 Type: Inbound Presented by: May Kwan, Manager - Customer Interaction Centre CLP Power Hong Kong Limited (CLP Power), established in 1901, is the largest electricity company in Hong Kong. We operate a vertically integrated electricity generation, transmission and distribution business. Today we serve 2.2 million customers - representing more than 5.5 million people - in commercial, infrastructure and public sector as well as the domestic customers. With this extensive and diversified customer base we play a vital role in fuelling the growth and prosperity of Hong Kong society. For over a century CLP has proudly delivered to our customers a world-class reliable electricity supply, backed by excellent customer services. Our vision is to be a world class power company providing excellent services to our customers. Established: 1996 Size of Center: 250 Type: Inbound Presented by: Roy Gaunce, Director Humana Military Healthcare Services, headquartered in Louisville, KY., has been a Department of Defense contractor for the administration of the TRICARE program since July 1, 1996. In August 2003, HMHS was awarded the contract to provide health benefits support and services to approximately 2.8 million active duty and retired military and their eligible family members in the 10-state South Region. HMHS was also awarded the Department of Defense’s contract to provide health care services and support for active duty service members and their families located in the Commonwealth of Puerto Rico, in February 2004. Established: 2002 Size of Center: 450 Type: Inbound Presented by: Les Blacker, Customer Service Manager Vodafone uses all channels to provide the best service to our mobile telephone customers (17.9m), Retail Stores (348), Telephone (Customer services and a range of automated options), Web, self-help, written correspondence and email. The company has established its own unique internal ‘DNA’ RED - Our Passion for our customers ROCK SOLID - Our aim for being seen as dependable, relied upon and trusted RESTLESS - Our relentlessness in challenging concepts and policies and processes that can often get in the way of giving great service - or have become costly and unworkable for our people.

No contact center can operate without effective and efficient IT support. Learn what makes these award winners tick and how to leverage IT to enhance your business performance from the very people doing the job day in and day out.

Established: 1997 Size of Center: 400 Type: Blended Presented by: Kabir Vaderaa, Head of Innovation Based in Cork, (Ireland) and employing over 400 staff, Abtran is one of Ireland¡¦s leading indigenous Business Process Outsourcing (BPO) companies. Abtran specialises in Customer Management and every year we successfully handle 5 million calls, emails and other interactions on behalf of our client’s. We also process payments and manage back office administrative processes such as licence applications and insurance claims. Established: 1996 Size of Center: 250 Type: Inbound Presented by: Rob Frayser, Director, Customer Service Systems Humana Military Healthcare Services, headquartered in Louisville, KY., has been a Department of Defense contractor for the administration of the TRICARE program since July 1, 1996. In August 2003, HMHS was awarded the contract to provide health benefits support and services to approximately 2.8 million active duty and retired military and their eligible family members in the 10-state South Region. HMHS was also awarded the Department of Defense’s contract to provide health care services and support for active duty service members and their families located in the Commonwealth of Puerto Rico, in February 2004.

Managing a small center has lots of challenges. Fluctuations in staff can have a dramatic effect. We have the top 3 small contact centers in the world represented here. Listen to the presenters and ask them questions!

Presented by: Antony Demetriades, Managing Director WagerLogic Limited, a wholly-owned subsidiary of CryptoLogic Limited, is responsible for the licensing of gaming software and services to an internationally-recognized, blue-chip customer base. Premier gaming and entertainment companies such as William Hill, Littlewoods Gaming, World Poker Tour and Playboy Gaming trust WagerLogic to deliver the integrity, innovation and gaming excitement their brands demand. Established: 2002 Size of Center: 40 Type: Inbound Presented by: Manon Tremblay, Vice-President, Customer Relations Centre Dynamic Funds is a leading Canadian investment firm offering a comprehensive line-up of investment products and services designed to meet the financial needs of Canadian investors. Our products and services cover a wide breadth of financial management and investment solutions and span every major sector and geographic region. Presented by: Takahiro Shiina, Manager of DI-Center /Medical Affairs Department Nippon Boehringer Ingelheim Co,. Ltd. is the Japanese subsidiary corporation of the German based pharmaceutical company Boehringer Ingelheim. Since its establishment in 1955, we have been providing many prescription medicines mainly for respiratory, cardiovascular, central nervous system, and gastrointestinal disorders in Japan. Recently, the company started to market a new product for the treatment of HIV/AIDS.

 (Conference Day 1) Dec. 2  |  (Conference Day 2) Dec. 3  |  (Conference Day 3) Dec. 4