08h30
|
Welcome Coffee |
09h00
|
Opening Session
Economy Ministery*
Pedro Champalimaud, APCC President |
| Download of presentation click here |
09h30
|
International Speaker | Michael Stock, Convergence, at last! |
| Download of presentation click here |
10h00
|
Coffee Break |
| 10h30 |
International Speaker | Peter Ryan, Contact center outsourcing trends – Portugal and Beyond |
| Download of presentation click here |
| 11h00 |
Round Table | Sustainable Development
Opening: Rémi Galipeau
Moderator:
Carla Reis Costa, Porter Novelli  see detail
|
| Download of presentation click here
|
| 14h30 |
Round Table | Competitivity I
Moderator: Cristina Ferreira, Casa Dos Bits Edições |
|
| Download of presentation click here |
16h00
|
Coffee Break |
| 16h30 |
International Speaker | Jonathan Whitaker, Does Offshoring Impact Customer Satisfaction? |
| Download of presentation click here |
| 17h00 |
Round Table | Competitivity II
Moderator: Rui Santos, Inpar see detail |
| 19h00 |
Closing Session
Science and Technology Ministery*
João Cardoso, APCC Vice-President
|
| 21h00 |
Gala Dinner | APCC Delivery of Prizes |
* Presence to be confirmed
This program can be changed at any time. |
09h00
|
Welcome Coffee |
09h15
|
Opening Session
Labour and Social Solidarity Cabinet*
Manuel da Silva, National Secretary of UGT and General Secretary of SINDETELCO*
Manuel Carvalho da Silva, CGTP Secretary General*
José Paulo Delgado, APCC Vice-President |
| Download of presentation click here |
09h30
|
International Speaker | La Veta Gibbs, Value Networks, Knowledge Sharing, CRM, Employee and Vendor Management, Productivity Improvements, and Human Networks all as they apply to customer service and call center organizations. |
| Download of presentation click here |
10h00
|
Coffee Break |
| 10h30 |
International Speaker | Jon Badiola, Market trends and the Contact Center of tomorrow |
| Download of presentation click here |
| 11h00 |
Round Table | Opportunities and Threats I
Opening: Prof. Paulo Cardoso do Amaral
Moderator: Raquel de Almeida, Público newspaper |
|
|
| Download of presentation click here |
14h30
|
Inspirational Speach | Filipe Palma, From the dream to the conquer |
| Download of presentation click here |
15h15
|
Round Table | Opportunities and Threats II
Moderator: Miguel Lopes, Altitude see detail |
17h15
|
Coffee Break |
| 17h45 |
International Speaker | Eliav Tal, Orange |
| Download of presentation click here |
| 18h10 |
International Speaker | Cássio Caldas, Penetration strategies in high-volume operations |
18h30
|
Orador Internacional | Axel Baran, "Go green!" - the impact of new environmental policies in the technology |
| Download of presentation click here |
19h00
|
Closing Session
Public Works, Transportations and Communications Ministery*
Francisco Cesário, APCC Vice-President |
* Presence to be confirmed
This program can be changed at any time. |
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