Noda Contact Center Forum 2014: New Challenges for BPO Industry

Sweeping changes in the behavior of consumers are forcing call centers to begin transforming themselves so as not to lose clients. How can a company hold onto its clients and bring in new ones in this era of critical changes across the market? This is the main question leading experts and practitioners from the contact center industry will consider at the forum.

Section 1—BPO Talks: Live Panel Discussion (with TV broadcast)

The forum will host a filming of the next BPO Talks, where professionals from the contact center industry and state officials will jointly discuss the following burning questions:

• Is knowledge process outsourcing a fad or the new reality?
• How can agent qualifications be boosted even while the demand for foreign clients is climbing?
• Where and how can agents who speak several languages be found?
• How can call center operational expenses be streamlined?

Become a participant in the next release of BPO Talks!

The event forum is built to include the active participation of the viewers during the panel discussion. The organizers have a special prize set aside for each question from the audience.

Attending experts

Representatives of CCAP, IBPAP, the Department of Education, and the Department of Trade and Industry have been invited to participate in the forum, as well as representatives of international outsourced contact centers and analysts from Gartner and Frost & Sullivan.

Section 2—From Theory to Practice: How Do We React to New Challenges?

As per tradition, the second part of the forum will see Noda experts, representatives of system integrators, and invited experts give presentations.

• The pay-per-use model: how can call center operational expenses be minimized?
• Single window or integrated agent workplace: why it is important to give agents access to the call and script management process
• Best business cases featuring Noda implementation in telecoms providers, banks, and outsourcing call centers
• How can call center reliability and redundancy be improved?
• How can IT infrastructure-related expenses be streamlined?