Friday, March 29, 2024

Call center group?s flagship event goes to Cebu

The Contact Center Association of the Philippines (CCAP) is organizing the 9th annual International Contact Center Conference and Expo (ICCCE) in Cebu, which features the theme, ?Where the World Meets the Philippines.?

The three-day conference brings together companies, voice-based vendors, stakeholders, policymakers, and service and training partners at the Shangri-La?s Mactan Resort & Spa and Radisson Blu Hotels & Resorts to discuss industry issues, training and development programs for contact center professionals, innovation, and best practices.

An exhibit of the latest products and solutions for voice-based services also awaits attendees and delegates from all over the world.

?ICCCE will serve as a venue where the industry could focus on various concerns; support, optimize, and learn from each other; and ultimately show the stakeholders that the contact center is a booming industry ran by people who are doing very well and are serious about it,? said Raffy David, CCAP director and chair of the ICCCE 2013.

?It will continue to be a convergence of industry players to showcase their uniqueness and best and latest offerings to the world. This year, CCAP is bringing the Philippines closer to the rest of the world through this premier conference.?

CCAP president Benedict Hernandez will present the State of the Industry Report and provide updates on industry revenues, employment, growth rates, market position, and cutting-edge technologies.

Hernandez will also tackle measures undertaken by the industry to support and protect the health and welfare of its 497,000 contact center professionals.

In 2010, the Philippines overtook India as the leading destination for voice services. By end-2012, employment in the voice sector grew by 19 percent, adding 81,000 net new jobs for the Filipino workforce.

Revenues grew at a healthy clip of 18 percent, earning $8.7 billion in revenues. The Philippine contact center sector is still the largest in the world, making it the destination of choice for customer relations management.

According to David, most of the organization?s research data on technology and best practices, which were referenced from renowned research firms such as Gartner and Everest Group, were actually already being implemented in local contact center firms.

CCAP invests in research to support the delivery of high-quality voice services, the result of which will be presented during the ICCCE 2013.

?We are recognizing members that are implementing groundbreaking innovations and strategies. They are, in fact, way ahead their international counterparts,? said Cesar Tolentino, CCAP research manager.

Speakers and panelists include Rainerio ?Bong? Borja, president of EGS; Commissioner Monchito Ibrahim, deputy executive director of the DOST-Information and Communications Technology Office; Francis Kong, president of Business Matters; Dr. Donald Lim, managing director of MRM Worldwide; Danilo Reyes, country manager of Genpact Services LLC and IBPAP chairman; Tj Singh, research vice president of Gartner; Viral Thakker, head of Shared Services and Outsourcing of KPMG India; Jojo Uligan, CCAP executive director; Dr. Bernardo Villegas, professor at the University of Asia and the Pacific; and Jeff Williams, AVP of Global Clinical Services, Operations of MediCall Philippines, among many others.

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