About ACE
Session Summaries
American Express Case Study — Maximising the Value of eWFM across Asia Pacific
Presented by Jaime Sesse
24 August 06, 2006
American Express has been using Aspect eWFM globally since 1975,
and in Asia Pacific supports 2,000 agents across 7 countries.
Mr. Sese will detail how American Express uses the product today,
and how he uses innovative products and services to maximise the
value of the product to his business users. Mr. Sese will also
detail an evolving management process that will enable him to
better measure the effectiveness of his remotely based team and
so better manage them and the WFM process at Amex.
Aspect Contact Center Performance Optimization
Presented by Robert F. Kelly
24 August 2006, 1145-1230
Aspect Contact Center Performance Optimization addresses some
of the most important issues facing contact center managers-
how to improve business results and maximize the utilization
and effectiveness of people and technology resources. This
session will provide an overview of Aspect's vision and
strategy for this rapidly growing product area.
Aspect eWorkforce Management CIF
Presented by Cehra Duval and Brett Williams
25 August 2006, 1400-1445
During this roundtable forum, our Aspect eWorkforce Management
Product Manager will review the capabilities and features
planned for Aspect eWorkforce Management over the next 12-18
months and moderate an interactive session to get customer
feedback on these plans. Aspect Software prides itself on
consistently delivering leading-edge, innovative workforce
optimization solutions designed to meet your needs, help us
shape the future of our products, and ensure our vision for
workforce optimization is aligned with your own.
Aspect eWorkforce Management v7.0 Features & Benefits
Presented by Cehra Duval
24 August 06, 1545-1630
Aspect eWorkforce Management 7.0 is the latest rendition of
Aspect's market leading workforce management application.
Aspect eWorkforce Management 7.0 includes an updated user
interface and extends workforce planning across additional
geographies and business processes.
Specifically of interest for this region, Aspect eWorkforce
Management now supports English, Traditional & Simplified
Chinese, Korean and Japanese. It also contains new outbound
functionality to bring the power of Aspect eWorkforce Management
to outbound and blended environments.
At this session Cehra Duval, the Regional Optimization Solutions
Manager, will outline the features and benefits of the Aspect
eWorkforce Management solution, including the new features
available with 7.0 and take your questions.
Creating a Total Customer Experience with the Call Centre
Presented by Sidney Yuen
24 Aug 2006, 1630-1715
This presentation will share with you how successful organizations make
the business case for shifting to a customer-centric approach, as well
as the support mechanisms, technology, and measurement processes used to
ensure a consistent, positive customer experience. It also explores how
best-practice organizations build and maintain a first-rate customer
experience program that ensures customer loyalty and drives profitability.
Customer Case Study
Presented by Mitch Locsin
24 July 06, 1630-1715
The "Sunshine Industry" as they call it, is currently the fastest growing
industry in the Philippines. We've established ourselves to be a recognized
worldwide leader in the ITES-BPO space and have been growing by 90 to 100%
year-in-year-out in the last four years for the contact center industry.
My presentation will include the following, Figures/Numbers, Infrastructure,
Human Resource, Incentives, New Locations, Environment/Political Stability,
Current Agenda and Initiatives of the Government and the Association, among
other things.
Foobooonline.com
Presented by Martin Conboy
25 August 06, 1000-1045
This presentation from FooBooOnLine will examine outsourcing and
off-shoring from the perspective of Australia.
Business is on the cusp of a new burst of productivity growth,
ignited in part by offshore outsourcing as a catalyst.
Companies that deliver products faster at lower costs, are better
able to compete against any one in the world.
Many executives are discovering outsourcing is really about corporate
growth, making better use of skilled staff, and even job creation at home.
General Session - India Asia Pacific
Presented by Dr Catriona Wallace
25 August 06, 915-1000
Dr Catriona Wallace, Director of callcentres.net, will present the
latest results of the Asian and Australian Aspect Contact Centre
Index studies. Performance of contact centre industries in Australia,
India, The Philippines, Malaysia, Thailand, Korea and Singapore will
be discussed.
General Session - GN Netcom
Presented by Peter Jakobsen
25 August 6, 2006, 1215-1245
"The last mile" - plugging the agent into the infrastructure...
How to ensure that the investments in technology translates
into something the customer hears and "sees". Does your agents
smile on the phone? Lets ensure that the audio interface
connecting Contact Centre and Customer does not let your
process and staff down...
Implementing Highly Effective Call Scripts Aligned to Customer Need
Presented by Don Perry
25 August 06, 1100-1145
Today, most call center agents take or make calls reading from a script —
hoping to convey the "right" words with enough conviction to make the sale.
The reality is customers have become more sophisticated in their buying
approaches and are less tolerant of a "standard", product / seller centric dialogue.
Sales Performance International shares their unique approach to implementing
and measuring the effectiveness of call scripts for both inbound and outbound
selling activities.
This session will feature two case studies where conversion rates more than doubled in a 30 day period.
Mobility and the 21st Century Network — A New Challenge for Customer Service
Presented by Tom Frtunik
25 August 06, 1400-1445
Current industry estimates values corporate mobility market in Europe
alone at over €25bn for next year, with demand for mobile applications
predicted to grow by 110% by 2007, and mobile internet access by 120%
in the same period.
This headlong rush into the brave new mobile world has implication on
organisations that provide services to these customers.
- Where do you locate your customer care facilities to service this population of mobile customers?
- Is pure voice connectivity sufficient to service these customer needs?
- What data needs to be transmitted, and how .rich. does is it need to be?
- Are there any restrictions on access and requirements on a user-by-user basis, ie. is policy management required?
- Once the appropriate systems are in place, how will they be managed?
- How will they be scaled up as mobile operations increase with demand?
- How can the organisation integrate suppliers, their networks, billing, customer services and business processes to ensure economies of scale and end-user quality of service?
- Does integrating individuals. own mobile devices on an ad-hoc basis compromise security and increase complexity to an unacceptable degree?
- Does the organisation have the expertise to carry out these functions in-house or should it be outsourced?
- How will organisation choose the right partner?
Operational Excellence
Presented by Johanna M. Hetherington
24 August 06, 1545-1630
What determines great contact centres? Discover the essential operational
practices that differentiate "good" from "great". Johanna presents the full
range of contact centre operations including quality assurance, resourcing,
people management, data analysis, technology, business integration, cost
management and more. Learn practical DIY tips to achieve your service level,
quality and financial objectives.
The Secrets of Workforce Management Exposed
Presented by Johanna M. Hetherington
24 August 06, 1630-1715
Wish you could just "let the technology take care of it"? There's much more
to best-in-class workforce optimisation, and technology is indeed a necessary
tool. Discover how to avoid the fatal assumptions that send managers and
resource planners into a tailspin. A global expert in resource planning,
Johanna provides the necessary keys to achieving world-class workforce management.
Thought Leadership in CRM
Presented by Ravi Kumar S
25 Aug 2006, 1400-1445
Ravi will be speaking on the changing CRM landscape. He will
discuss on how the current trend is moving towards building
continuous operational improvement which ensures customer
facing activities support business goals, have measurable
metrics and are attainable. The focus no longer is on analyzing
the total cost of serving a customer but on making front
office operations so strong so as to generate value in the
future. Welcome to the wave of operational integration across
the front office which cuts across traditional CRM applications
and back office of an organization.
CRM is an old mantra, and "Customer Operations Management" is
what the business needs and is looking for.
What's New with Aspect eWorkforce Management 7.0
Presented by Cehra Duval and Brett Williams
24 August 06, 1445-1530
Aspect eWorkforce Management 7.0 is the latest rendition of Aspect's
market leading workforce management application. Aspect eWorkforce
Management 7.0 includes an updated user interface and extends workforce
planning across additional geographies and business processes.
Specifically Aspect eWorkforce Management now supports English,
Traditional & Simplified Chinese, Korean, Japanese, French, Spanish,
and German. It also contains new algorithms to allow better planning
for customer services, sales & telemarketing contact centers.
What's New with Aspect® EnsemblePro™ 6.0.2
Presented by Steve Michaud and Andrew Browne
24 August 06, 1400-1445
Learn what's new with the latest Aspect EnsemblePro release. This
session will outline new features for the 6.x release as well as
take a look at future product direction for Aspect EnsemblePro.
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