TRANSFORMATIVE OUTSOURCING 2017 Main Conference

BUILDING SOLID & RELIABLE CONTACT CENTRE OUTSOURCING FOUNDATIONS

May 16 - 17, 2017


Introduction

The TO-17 Conference will be the development highlight of the year for many. TO-17 intends to raise the bar for what a stand-alone conference can achieve - interactive, collaborative and relevant. Let the problem solving begin.

Features

  • Brand-new Conference Format
  • Plenary & Lab Sessions Make For Personlized Learning & Interaction
  • Customized Problem-solving & Support Paths (Pre, During & Post TO-17)
  • International & Regional Subject Matter Experts
  • Multiple Attendance Bonuses (See Over)


Speakers - Inspiration Personalized

TO Speakers are chosen carefully for their knowledge, wisdom, experience and interaction skills. They are expected to communicate and inspire, and lead workgroup sessions accordingly. INSIGHTS conferences are renowned for their comprehensiveness, utility and progressive nature, and TO-17 will see the most personalized 'problem-solving outsourcing' intervention to date.

Day 1 - May 16, 2017

Topics
1 Keynote; The State Of The Outsourcing Industry, Part 1,
2 Building Solid & Reliable Foundations For A Contact Centre Outsourcing Partnership - Problem Recognition Processes & Pitfalls To Avoid.
3 Gaining Senior Management Approval & Go-Ahead - The Internal Sales Process To Include SWOT, RoI & Risk Analysis.
4 Investigating & Considering Options - Best Practice For Running RFI, RFP and Bid Evaluation Processes, Choosing A Partner.
Lab Sessions
A Q & A. Mr. Peter Ryan, Principal, Ryan Advisory, Canada.
B Evaluating Your Customer Service & Sales Problems.
C Questions To Ask An OSP.
D Preparing An RoI Calculation.

Awards Night Gala Dinner



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Day 2 - May 17, 2017

Topics
1 The State Of The Outsourcing Industry, Part 2
2 Quantifying Achievable Outcomes From The Contact Centre Outsourcing Relationship - Identifying Needs, Services, Workload, Timelines & Budget.
3 Finalizing The 'Buying' Process - Agreeing SLA & OLA Arrangements, Implementation and Transition Issues.
4 Achieving A Well-Run Operation - Best Practice For Management & Governance Issues Covering Reporting, Meetings, Problem Resolution, Penalties/Bonuses and Changes/Updates.
Lab Sessions
A Q & A. Mr. Peter Ryan, Principal, Ryan Advisory, Canada.
B Exploring Workload & Level of Service.
C Key Elements Of A SLA.
D Getting Good At Reporting


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TO'17 Premium Sponsor



TO'17 Theme Sponsor




TO'17 Media Partners





Participating Vendors
ALMATOAmeyo - Call Center SoftwareCS InfocommCustomer Middle EastCustomerService.aeCyber GearDrishti Software SolutionsExcellent Solutions Co. GenesysGlobitelINSIGHTSLiveAdminsOptimum ChoicesPIPKINSSentioSilah GulfSmart Link  BPO Solutions
Stream CorporationThe Bizmarketing Group