The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) will be organising its National Conference 2010, themed MOVING ASEAN TOWARDS “ZERO FACE-TO-FACE INTERACTION”.

This year’s conference is in line with the Government’s 10th Malaysian Plan objective under it’s National Key Result Areas (NKRA) to improve effi ciency in both public and private sectors.

CCAM is a strategic think-tank, an educational platform, and a progressive establishment geared towards constantly improving the calibre of industry professionals. In order to evangelise the Malaysian industry and to further enhance the capabilities within our industry, CCAM has embarked on an exciting plan to move the industry into the next phase, and to empower its members to be globally compatible through a series of skills enhancement, certifi cation and knowledge pursuit programmes.

CCAM’s main objective is to bring about multiple benefi ts for its members in the areas of professional edifi cation, research and development, statistical studies and Malaysia-specifi c growth resources.

Conference Secretariat Offi ce – People DynamicsTel: 03 2284 1111 | Fax: 03 2284 1112 | email to giri@peopledynamics.com.my or ccam_secretariat@ccam.com.my

CCAM National Conference:Moving Asean Towards ZeroFace-To-Face Interaction22 & 23 November 2010 • 9am - 6pm • Sunway Pyramid Convention Centre

Organised By Managed By

AHRDFClaimable Program

Ir.Nirinder Singh JohlPresidentCCAM

Sidney YuenChairman & CEO Hong Kong Contact Centre Association (HKCCA)

Dr. Catriona WallaceManaging Directorcallcentres.net Pty Ltd

Ann KhongHead Group Contact Centre Global Consumer OCBC

Abdul Razak Mohd NordinVP - Head of e-Channels Maybank

Niels KjellerupFounder & Senior PartnerResourceInternational, Australia

GeraldAnthony Dass Director of Healthcare & Life ScienceAvaya Asia Pacifi c

Karan Henrik PonnuduraiDirector of Innovationand Senior Vice PresidentCelcom

Rob DelnoijDirector, BCM Field Enablement SAP Business Communications Management

Ravi VenkatesamCo-founder & Director OnTrac

Karamjit SinghEditorThe Edge

Invited Speakers

Y.Bhg. Tan Sri Mohd. Sidek Bin Hj. HassanChief Secretary to the Government of Malaysia

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Platinum Sponsors

Silver Sponsors

Bronze Sponsors Supported By

KEMENTERIAN BELIA DAN SUKAN

Conference Partners

Gold Sponsors

Conference Secretariat Offi ce – People DynamicsTel: 03 2284 1111 | Fax: 03 2284 1112 | email to giri@peopledynamics.com.my or ccam_secretariat@ccam.com.my

Monday | 22 November 2010DAY 1 Programme Outline

8.00am Registration & Morning Coffee

8.30am Arrival of VIPs

8.45am Welcome AddressIr.Nirinder Singh Johl, PresidentCustomer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM)

9.00am Keynote Address & Offi cial OpeningY.Bhg. Tan Sri Mohd. Sidek Bin Hj. HassanChief Secretary to the Government of Malaysia

10.00am Coffee / Tea Break & Press Conference

10.15am 2010 Asian CRM & Contact Centre Industry Benchmarking• Learn the scope of the contact centre industry in

Asia• Learn about industry benchmarks of

performance in areas including: Operations, Human Resources, Technology, Finances, Sales and Revenue Generation, Outsourcing and more

• First Contact Resolution (FCR) vs Customer Satisfaction

Dr. Catriona Wallace, Managing Director callcentres.net Pty Ltd

11.00am Gaining Customer Loyalty via Faceless Interactions• Improving processes that promote customer

engagement and drive bottom line results• Engaging in proactive monitoring of network and

services• Focusing quality assurance on process

improvementAbdul Razak Mohd Nordin, VP-Head of eChannels Maybank Bhd

11.45am Embracing New Customer Technology• Adopting new tools to enhance business • Formulating customer strategies with technologySuharti Mohd Ali, Programme DirectorTelekom Malaysia

12.30pm Lunch

1.30pm Creating Great Service Experiences, One Customer at a Time• Extreme motivation: Powerful ways to keep

CSRs pumped and productive• What today’s customers really expect• The absolute single best tool for getting off to a

good start with a customer

• Customer service recovery tips that work wonders in bouncing back from blunders and mistakes experience

Francis Meganathan, Managing Director Cuscapi Outsourcing Services

2.15pm Communication Enabled Business Processes: Break the boundaries by integrating Communications into Business Processes• The future of contact centres• The integration of communications into business

processes and impact on effi ciency & quality of customer centric strategy of a company

Rob Delnoij, Director, BCM Field EnablementSAP Business Communications Management, Asia Pacifi c, Japan & India

3.00pm Afternoon Coffee / Tea Break

3.15pm Effi ciency in Zero Face-to-Face Interaction• Leveraging contact centre feedback • Increasing effi ciencies through common

business practices • Improving service level in the face of high call

volumeGerald Anthony DassDirector of Healthcare & Life ScienceAvaya Asia Pacifi c

4.00pm Building A Modern Call Centre: The Next Generation Call Centre

• Generating social media buzz around your launch• Learn how agents play an active role in social

media sites• Implementing hiring innovations, including

salaried agents and 4 day/10 hour shifts• Leveraging a brand new technology application

to service and interact with customers

TBA

4.45pm Panel Discussion: Are We Ready Towards Zero Face-to-Face InteractionModerator:Albert KhooSpeaker 1:Dr. Catriona WallaceSpeaker 2:Abdul Razak Mohd NordinSpeaker 3:Suharti Mohd Ali

5.30pm End of Day 1

CEOs, COOs, Presidents, VPs, Directors, Senior Executives From:Contact Centre, Customer Care & Experience, Government, Public Sectors & Private Sectors, Training & Development, HR and Recruitment, Operations, Corporate Strategy & Business Planning

Target Audience

Conference Secretariat Offi ce – People DynamicsTel: 03 2284 1111 | Fax: 03 2284 1112 | email to giri@peopledynamics.com.my or ccam_secretariat@ccam.com.my

Tuesday | 23 November 2010 DAY 2Programme Outline

8.30am Morning Coffee

9.00am Chairperson Opening Remark &Review of Day 1

9.15am Engaging Customers using a Multi-Channel strategy• Determining the right channel for the right customer • Maximize progress by using multiple channels to

deliver solutionsRavi Venkatesam, Co-founder & DirectorOnTrac

10.00am Delivering Consistent Customer Experience in a Multi-Channel World• How do you deliver consistent support in a

world where consumers run to Google before engaging your company?

• Learn how to meet your customers over the phone, in e-mail, text, the web or through social networking

• Optimizing cost and improving revenue through a multi-channel strategy

Niels Kjellerup, Founder & Senior PartnerResource International, Australia

10.45am Morning Refreshment

11.00am Global Service Centre: The Next Evolution• Successfully implementing multiple contact

centre channels in a global environment• Implementing specialization and multi tiered

service models• Implement self service tools and a pay for

service modelSidney Yuen, Chairman & CEO Hong Kong Contact Centre Association (HKCCA)

11.45am Creating A Culture For World-Class Quality• Setting the tone of the centre by being

transparent with open communication• Fostering innovation and including it as a criteria

in promotions• Discover how the drive for world class

customer service motivates continual process improvement and an outstanding customer experience

Ann Khong Head Group Contact Centre Global ConsumerOCBC Bank

12.30pm Lunch

1.30pm Rewards And Recognition That Work!• Setting the tone of the centre by being

transparent with open communication• Discover how the drive for world class

customer service motivates continual process improvement and an outstanding customer experience

Andy Cranshaw, GM of Professional ServicesDatacom SEA

2.15pm The Next Generation Customer• The old and new paradigm customers• Challenges for the organization• New methods for engagement of new generation

customersKaran Henrik PonnuduraiHead of Products & Services Innovation Development Senior Vice PresidentCelcom Malaysia

3.00pm Employment Opportunities for the Disabled in Call Centres• Recognizing the potential of the disabled in call

centres• Technological advancements which benefi t the

disabled in the contact centre Anthony Siva Balan ThanasayanMBPJ Councilor

3.45pm Coffee Break

4.15pm Panel Discussion and Q & A Session:The Way Forward for RM10 vis-à-vis Service DeliveryModerator:Dato’ Mohd Jabar Ahmad Kembali, CEO, Selangor State Investment Centre (SSIC)Speaker 1:Datuk Mohamad Zabidi Zainal, Director GeneralMAMPUSpeaker 2:Karamjit Singh, Technology EditorThe Edge

5.00pm Closing Address by President of CCAM

5.30pm End of Conference

• Find out effective ways to manage key areas in of performance in Operations, HRs, Technology, Finances & Sales • Learn the customer’s expectation and how do you deliver it• Establish service innovation to optimize customer experience, create sustainable competitive edge and increase

profi tability• Explore the evolution of the contact centre in Asia• Hear various showcases from diverse industries on how to broaden your service performance in your centre• Leverage on rapidly changing technologies in obtaining concrete customer data

Why You Should Attend

CCAM National Conference 201022 & 23 November 2010 • 9am - 6pm Sunway Convention Centre

Conference Secretariat Offi ce – People DynamicsTel: 03 2284 1111 | Fax: 03 2284 1112 | email to giri@peopledynamics.com.my or ccam_secretariat@ccam.com.my

Registration Form

CONFERENCE VENUE ANDACCOMMODATION INFORMATIONSunway Resort Hotel & SpaTel :+6(03)74928000 | Fax: +6(03)74928001Website: www.sunwayhotels.comAttn: Room Reservation DepartmentFor reservations, please make your bookings directly with the hotel. To enjoy the special room rates, please quote CCAM Conference on “CCAM National Conference”. Hotel bills are to be settled by delegates directly with the hotel. Hotel reservations and travel arrangements are the responsibilities of the registrant. Please note that rooms are available on a fi rst-come-fi rst-served basis.

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PAYMENT METHODSCrossed cheque/bank draft to be made payable to:AGENSI PEKERJAAN PEOPLE DYNAMICS SDN. BHD.Courier to:8-2, Jalan Telawi 2, Bangsar Baru, 59100 Kuala Lumpur

Telephone: (603) 2284 1111

Fax: Complete and send this registration form to: (603) 2284 1112

Email: ccam_secretariat@ccam.com.my

Important Notice:

Payment is required with registration and must be received within 5 days upon issuance of invoice. Walk-in delegates with payment will only be admitted on the basis of space availability at the conference and with immediate full payment.

TERMS & CONDITIONSPeople Dynamics does not provide refunds for cancellations. For cancellations received in writing more than 14 working days prior to the conference you will receive a 50% credit to be used at another People Dynamics event for up to six months from the date of issuance. For cancellations received less than 14 working days prior to the event no credits will be issued. In the event that People Dynamics cancels an event, delegate payments at the date of cancellation will be credited to a future People Dynamics event and will be valid for up to six months from the date of issuance. Where People Dynamics postpones an event, delegate payments at the postponement date will be credited towards the rescheduled date. If the delegate is unable to attend the rescheduled event, the delegate will receive a 100% credit representing payments made towards a future People Dynamics event and will be valid for up to six months from the date of issuance. No refunds will be available for cancellations or postponements. However, a complete set of documentation will be sent to you. Substitutions are welcomed at anytime. People Dynamics is not responsible for any loss or damage as a result of a substitution, alteration, cancellation or postponement of an event. Nor will any liability attach to People Dynamics if this event is altered, rescheduled, postponed or cancelled due to unforeseen occurrence. For the purposes of this clause, an unforeseen occurrence shall include, but shall not be limited to: an Act of God; governmental restrictions and/or regulations; war or apparent act of war; terrorism or apparent act of terrorism; disaster; civil disorder, disturbance, and/or riots; or any other emergency. Please note that speakers and topics were confi rmed at the time of publishing, however, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, People Dynamics Reserves the right to alter or modify the advertised speakers and/or topics if necessary.

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Your investment for attending this Conference is:

Fees Non-MemberFee

CCAMMembers Fee

Conference Only RM1,499 RM1,299

The fee includes lunch, refreshments and conference documentation.

Note

For payment by Local Order, early bird fee will only apply if the local order is executed and payment fully released to us on or before the early bird deadline.