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09:30 10:00
WELCOME Time to register for business success | Refreshments & Networking
10:00 10:15
WELCOMING SPEECH Madalina Vilau, CEO, Marketing Insiders Group & Catalin Victor Arjoca, Minister-Counsellor, Embassy of Romania to Austria
10:15 10:40
LEADING ORGANIZATIONAL CHANGE Stefan Arzner, International HR Manager, Raiffeisen Bank International AG
10:40 11:30
THE MANAGER WHO PREVAILED OVER THE BPO & SHARED SERVICES FORTHCOMING CHALLENGES Marcela Stoica, Senior Management Skills Developer, Customer Service School
11:30 12:00
MEET Stay connected in our inspiration break | Refreshments & Networking Break
12:00 12:40
YESTERDAY - TODAY -TOMORROW A TIME ODYSSEY FOR THE CUSTOMER CONTACT CENTRE IN EUROPE Vincent Vanden Bossche, General Manager, Call Communications.eu
12:40 13:10
EN 15838 - POPULAR IMPROVEMENT TOOL IN CCC SECTOR Krzysztof Gawecki, Lead Auditor, SGS
13:10 14:00
STOP OUTSOURCING - START SMARTSOURCING Mihaela Apostoleanu, Director EMEA Premier Support Business Operations, Oracle
14:00 15:00
ENERGIZE Get ready for more insights | Business Lunch
15:00 15:30
COMPANIES SHOULD GET RID OF THEIR CALL CENTRE TO IMPROVE THEIR CUSTOMER SERVICE Richard Kenny, EMEA Marketing Manager, Plantronics
15:30 16:00
OMNI CHANNEL CUSTOMER EXPERIENCE - CHANGE OF CONTACT CENTER ROLE AND TECHNOLOGY Stefan Jung, Senior Account Executive, Aspect Software
16:00 16:30
SMART BUSINESS PARTNERING BEYOND BORDERS Elcin Yazan, International Business Development, Turkcell Global Bilgi
16:30
FROM BPO1 TO BPO2 CLIMBING UP THE VALUE CHAIN Bogdan Herea, CEO & Founder, PITECH+PLUS & Youssef Hautier, Managing Director, Sonic+Pay