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Conference & Workshop . Exhibition . Awards & Dinner

A Major Eventfor the Asia PacificContact Centre &

Customer RelationshipManagement (CRM)

Industry

(APCCAL)

5 - 6 November 9.00am - 6.00pm Sunway Pyramid Convention Centre

Gold Silver Official Evaluator for CCAM Awards 2009

Official Mystery Shopper for CCAM Awards 2009

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This is an event co-hosted by APCCAL (Asia Pacific Contact Centre Association Leaders) and CCAM (Customer Relationship Management & Contact Centre Association Malaysia). This 2 day event will be attended by Contact Centre Leaders, Vendors and Professionals from the Asia Pacific Region.

For the first time, ever, Leaders of Contact Centre Associations, inspiring speakers, CRM and Contact Centre practitioners from all over Asia Pacific converge right here, in Kuala Lumpur to impart knowledge and experience on the current and future trends of the CRM and Contact Centre Industry, globally. With special emphasis on strategies to overcome the current global economic downturn, this is an event you do not want to miss! An opportunity for networking and to listen to an all-star cast of the best speakers in the industry.

Over 50 exhibition booths, showcasing Customer Relationship Management (CRM) and Contact Centre solutions grace our exhibition hall and present attendees with a myriad of CRM and contact centre offerings. The event will end with the highly anticipated CCAM Awards and Gala Dinner.

Introduction

01. To witness one of the Biggest Contact Centre Events in Asia. 02. Learn from the best Contact Centre Professionals and industry experts from the Asia

Pacific region. 03. Vast opportunity to explore the latest Contact Centre Technologies and Solutions

from Major Vendors. 04. Exchanging Knowledge and Experience in managing the Contact Centre under the

current Economic Climate. 05. Discovering the Current and Future trends in Contact Centres in the Asia Pacific

region. 06. Network with the Contact Centre Professionals and Solution Providers from the Asia

Pacific region. 07. Understand Best Practices of Operating a Contact Centre (Inbound and Outbound). 08. Discover Best Practices in managing operation cost while improving the efficiency,

quality and revenue of a contact centre. 09. Understanding the Pros and Cons of Contact Centre Outsourcing. 10. Understand how to manage Generation Y and their unique demands to deliver a

world class customer experience.

An Opportunity you don’t want to miss! Come and witness one of the Biggest Contact Centre Events in Asia Pacific.

Top‘ 10 REASONS ’ for Attending the Event

Ab ut APCCALAsia Pacific Contact Centre Association Leaders (APCCAL) – pronounced “App-Kell” APCAAAP CAL is a not-financiciaiaal cl cl cl coopooperative betweenn in-coountuntry ry contact centre associatiationons with all members participapatinting on a volunteer a voluntearticipating on a voluntebasbbasis,is, fof r the e e e developmemeent n of f thehehethe in inddusdustrytry regioonally. APCCC AL AL coucountsnt industry associatationons fs fromom Malaysia, Australlia,ia S Singang poreia, Australia, Singapore, the ysiaaalaysia, Australia, Singapore, the yPhiPPh lippines,e KoKooorearea, C, Chinaa, TTaiwan, IIndondodonese ia,a, Thh Thailaiaa andaan and Hongo Kong amom ngsngst its ts memme bers.AusAuA tralian Teleleleservicees AssAssAssA ociatiion on (ATA)A)CRMCC & Contacacaca t Centre e AssAssAAsss ociatiation on MaMalMa aysia a (C CAMM))ConCC tact Cenntttrre re r AssAssococioc atiatitioon on of of Philiplippinpinnpi eses es e (C(CCAPCAP)))ConConCC tatact Cenntttrre re AssAssoociociatiation ooo of Singapgapporeore ((CCACCAS)S))ConCoConCo tactactactt Ct Cenentnttre re r IndIndustustryry y AAssAssociociatiationon T– T– hahailannd (CC(CCIA)IA)A)CusCusCusstttomtomerer ConConCononttacct Mt Manaanagemgeme ente Assocsociationn – – AusAustraalialia (CCMCMA)A)CalCalCa l Cl CCententrere e InfInfn oormatiatia oon o & R& eseeses arch CCente re – KKororeorea a (C(CCIRC)RC)CChiChih na na ConContactacct Ct ententre e & CCRM M AssA ociioc atitiat on on (CNCCNCCC A)A)HonoHong Kg Kongong Co CoC ntantact tct CenCenntretrt e AsAsAsssocsociatiatioionion ( HKCH CCA)CA)CA)IndnIndoneonesiasiaia Coo Contantact ct CenCenCentretrer AsAssocsoco iatiationionn ( (ICCICCA)A)A)TaiTaiiwanwanwawan CoC Co Contantaantacct CenCene tre DeDeDevelelopmopmententt AsAssocsociatiationnon (TCCTC DA)A)A

Conference Highlights:The Conference is expected to attract variousindustry players from the region and will feature prominent industry speakers, presentations, panel discussions and master class workshops.

Exhibition Highlights:The exhibition will showcase over 50 exhibition booths displaying services and solutions for Customer Relationship Management and Contact Centres. The exhibition booths comprise on major service providers that offer contact centre solutions and CRM applications, contact centre outsourcers, recruitment agencies, education institutions, consulting firms and more.

The Event will end with the highly anticipated CCAM Awards and Gala Dinner themed “Around the World” and will be a memorable year for the Malaysian Contact Centre industry as award winners from APCCAL members of other countries will come together to be recognized and honoured by their peers in Malaysia.

10th CCAM Awards & Gala Dinner Highlights:

10th CCAM AWARDSPrestige Awards-Corporate Social Responsibility Award-Career Achievement AwardCorporate Awards-Best In-House Contact Centre(Under & Over 100 seats)-Best Outsourced Contact Centre(Under & Over 100 seats)-Best Telemarketing Contact Centre(Open Category)

Individual Awards-Best Contact Centre Manager(Over & Under 100 seats)-Best Contact Centre Support Professional(Over & Under 100 seats)-Best Contact Centre Team Leader(Open Category)-Best Contact Centre Professional(Over & Under 100 seats)-Best Contact Centre Tele-marketer(Open Category)

Benchmarking : 2009 Asian Contact Centre Industry Benchmarketing Survey Results.

Investment : What investments make business sense in the current finacial climate. : Wisdom on Managing Cost and Increasing Revenue

Outsourcing : The right move to Outsource or In-Source? Trend and Opportunities : Inbound and Outbound trends & what lies ahead.

Best Practices : Improving the Customer Experience : Code of Conduct

Emerging Technology : Leveraging on the right Solutions to enable growth for the contact centre and corporate objectives

Empowering the Industry : Empowering the industry through Human Capital Development and InnovationEmpowering the Industry

Emerging Technology

Best Practices

Trend and Opportunities

Outsourcing

Investment

Benchmarking

Keynotes SpeakersDato’ Badlisham Ghazali is the Chief Executive Officer of the Multimedia Development Corporation (MDeC), the one stop agency set up by the Government to facilitate the development of the Multimedia Super Corridor (MSC). He is responsible to provide the leadership to drive the MDeC as a high performance organization that is responsible to translate the MSC vision into action. Prior to his appointment in MDeC, Badlisham was a Director of the new Hewlett-Packard in Malaysia and Country General Manager of HP Technology Solutions Group (TSG).

Dr Catriona Wallace is the Managing Director of callcentres.net Pty Ltd and ACA Research. Dr Catriona is regarded internationally as an expert in Customer Engagement and Employee Engagement and advises many organisations on service and employee strategies, with particular emphasis on contact centre service channels. Dr Catriona has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School and is the author of The Complete Guide to Call & Contact Centre Management. In 2008, Dr Catriona was recognised as one of the top business women in NSW through the Telstra Business Women’s Awards.

Albert Khoo is the Director for OmniTouch and is based in Malaysia office. Albert's area of expertise covers Contact Centre management and Customer service and sales management in the Customer Service and Contact Management industries. He is a widely popular public and private speaker, having executed numerous programs across Asia, Africa and Europe.In Malaysia, Albert manages both the country and regional operations and is the Master Trainer for the prestigious Call Centre Industry Advisory Council (CIAC) Certification training. Albert is also an ICMI Certified Associate placing him in the network of the leading Contact Centre experts in the world. His management experience includes consolidation, rationalization and re-location of Contact Centres.

Michael Meredith has been involved in the Contact Centre industry in Australia since 1986 when he started the State Bank of NSW 24 Hour Customer Service Centre, the first Contact Centre in the finance industry in Australia, and has held several Contact Centre Management roles since that time.He has been involved in the establishment and ongoing management of 7 centres specializing in the financial sector of the industry. Over his career Michael has managed both inbound and outbound centres as well as centres that focused on Customer Service, Sales and IT Support.Michael has been involved with the ATA almost since it’s inception in 1989 and in 2000 he assumed the role of CEO of the ATA and has been instrumental in the success of the association since that time.

Sidney Yuen is Director of Convergys Corporation’s consulting business in Asia Pacific. In this role, Yuen has overall responsibility for managing Convergys’ consulting and professional services for the region. Based in Hong Kong, Yuen reports to Jean-Herve Jenn, President, International & Global Head of Consulting for Convergys Corporation.Prior to joining Convergys, he was CEO of HBC, where he coached leading corporations on change management, diversity, leadership and customer relationship management. Yuen has also held senior management positions at Andersen Consulting and American Express. A veteran in customer service/call center and outsourcing, Yuen has led a benchmarking consortium call center study for 14 retail banks in Hong Kong, and designed and implemented a customer service improvement program for a major Hong Kong telecommunications company.Yuen is the Chairman, HK Call Centre Association Awards 2008-2009 and Chairman, International Association of Outsourcing Professionals (HK). He is also a well-known facilitator and speaker at prominent industry forums.

Richard Bledsoe has a 25-year track record of expertly handling executive leadership positions, generating improved financial performance for every business unit he led. Focusing on implementing innovative strategies for profit improvement, Bledsoe has orchestrated multimillion dollar contracts and has turned around multiple under-performing businesses. His areas of expertise include: P&L management, process and performance improvement, customer satisfaction, coaching and management development, cost reduction and profit optimization, performance monitoring systems, multi-site facilities, and Six Sigma. Richard is currently Senior Vice President and Chief Operating Officer of TeleTech Holdings, Inc., working adeptly on managing its Asian operations and building strong client relationships.

Mike Mi Huibo Leo Ariyanayakam Samuel YuenPresident, CNCCA President, CCAM Executive Director, TCCDA

Andi Anugrah Sam Haggag Mark ManolasPresident, ICCA Vice-Chair, CCAS Chairman, CCIA

Jojo Uligan Dr, Ki Joo JungExecutive Director, CCAP CIRC

Bernard ChinVice President, CCAM

APCCAL LEADERS

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Exhibition Details

Be A Part Of Biggest Malaysia Contact Centre Showcase 2009 &Position Your Brand Among The Best Of The Best!

The standard shell scheme booth as per visual is 3m (W) x 3m (L) x 2.44m (H) :-A. STANDARD SHELL SCHEME BOOTH (3M X 3M) 1. To construct 2.44m(H)rear and dividing Pifex system

partition in white panel.2. To construct overhead fascia panel with cut-out

standard company name & stand number.3. To supply 1 nos. of information desk & 2 nos. of folding

chairs.4. To supply 1 nos. of waste paper basket.5. To supply & install 2 nos. of fluorescent tube.6. To supply & install 1 nos. of 13amp single phase power

point.

For the electricity side, you may follow your Item No 1 :1. The electric power is strictly for the single exhibit /

machinery use only. The power outlets are not to be used for lighting purposes.

2. Lighting connection (per 100w) should be ordered if the exhibitor were to bring in their own light fittings. ONE lighting connection per ONE light fitting.

3. Administration fee RM 15.00 per sqm and a RM 5000.00 performace bond are applicable for all the Non- Official Contractors. Admin fee and Performace Bond are to be paid to the Official Contractor, PICO International ( M) Sdn Bhd.

Be an exhibitor today and reap the rewards of a booming industry which is growing at a phenomenal rate. Meet decision makers face to face and engage them. Ample brand contact opportunities and a captive audience to address for an entire 16 working hours. Don’t miss out on this one of a kind showcase. Don’t delay! Register now to get preferred booth space.

Note: 1 The electric power is strictly for the single

exhibit / machinery use only. The power outlets are not to be used for lighting purposes.

2 Lighting connection (per 100w) should be ordered if the exhibitor were to bring in their own light fittings. ONE lighting connection per ONE light fitting.

3 Administration fee RM 15.00 per sqm and a RM 5000.00 performance bond are applicable for all the Non- Official Contractors.

YES! Our organization will PROFIT from this exhibition.

Name of Exhibiting Company:

Address:

Contact Person:

Designation:

H/P no.: Fax no.: Email:

The exhibition package of our choice: Please tick ( )Booth Category

Standard Shell Scheme Booth

Main Shell Scheme Booth

Main Shell Scheme Booth

Premier Shell Scheme Booth

Booth No Total Amount (RM)Booth Price (RM/USD)

RM 5,000.00USD 1,500.00

RM10,000.00USD 3,000.00

RM10,000.00USD 3,000.00

RM20,000.00USD 6,000.00

Booth Size

3 meters (L) x 3 meters (W) x 2.44 meters (H)

3 meters (L) x 6 meters (W) x 2.44 meters (H)

6 meters (L) x 3 meters (W) x 2.44 meters (H)

6 meters (L) x 6 meters (W) x 2.44 meters (H)

Name & Signature etaDpmatS ynapmoC

For more details, please call:CCAM Secretariat Ms. Lily / Ms. VanessaTel no: (603) 2092 4618 Fax no: 6(03) 2092 4619 Email: ccam_secretariat@ccam.com.my Website: www.ccam.com.my/apccam

FOR OFFICE USEDate received:

IMPORTANT NOTICE: • Payment is required with registration and must be

received prior to the conference to guarantee your place.

• Registration will not be processed without receiving payment.

•

CANCELLATIONS & TRANSFERS: • All cancellation of registration must be made in

writing. 14 days prior to the event. • A substitute delegate is welcomed to take your

place.• All registrations are strictly non-refundable.

DISCLAIMER:•

• Upon signing the registration form, you are deemed to have understood and agreed to the above terms and conditions.

METHOD OF PAYMENT: Please tick (√) one

Deposit into Standard Chartered Bank (M) Berhad.

Crossed cheque payable to “Call Centre Association (Malaysia)” and mail the payment to: - CCAM Secretariat, Part Level 1, Block B, Kompleks Pejabat Damansara, Jalan Dungun, Damansara Heights, 50490 Kuala Lumpur, Malaysia.

CASH

(Conference, Exhibi on, Awards & Gala Dinner)

PERSONAL DETAILS

Name as per I/C: (Mr/ Mrs/ Ms)

APCCAL / CCAM Membership No:

:noitangiseD

Company/Organization:

:yrtsudnI

Address:

H/P No.:

:.onxaF:.on.leT

Email:

noitibihxEPer Delegate No. of Delegate

APCCAL / CCAM Member: FreeNon-member: Free

Conference and Exhibition Per Delegate No. of Delegate

APCCAL / CCAM Member: RM800.00 (USD250.00)

Non-member: RM980.00 (USD300.00)

Conference, Exhibition and Awards & Gala Dinner 2009 Per Delegate Table for 10

APCCAL / CCAM Member: RM1,000.00 (USD330.00)

RM10,000.00 (USD3,300.00)

Non-member: RM1,180.00 (USD360.00)

RM11,800.00 (USD3,600.00)

No. of Delegate / Table:

Awards & Gala Dinner 2009 Per Delegate Table for 10

APCCAL / CCAM Member: RM300.00 (USD100.00)

RM3,000.00 (USD1,000.00)

Non-member: RM500.00 (USD150.00)

RM5,000.00 (USD1,500.00)

No. of Delegate / Table:

For more details, please call: CCAM Secretariat Ms. Lily / Ms. Vanessa Tel no.: (603)2092 4618 Fax no.: (603)2092 4619 Email: ccam_secretariat@ccam.com.my Website: www.ccam.com.my/apccam FOR OFFICE USE Date Received:

MEMBERSHIP HAS ITS PRIVILEDGES!

I/We authorize and enclose the payment of RM……………………….

………………………………………….(Company stamp & signature)

………………………………….(Name and signature)

reganaMgnivorppA:etaD

RegistrationRegistration

The Organizer reserves the right to change the speakers, dates, venue, cancel programs or part of it and/or make alternative arrangements without prior notice should circumstances beyond its’ control arise.

To enjoy APCCAL / CCAM members rate, please call the Secretariat at 03-2092 4618 to sign up for CCAM membership today.

Registration includes: Access to all Conference sessions, Conference handouts, Admission to the Exhibition Hall, Luncheon & Hi-Tea and Certificate of Attendance.

Bank’s address : No 2, Jalan Ampang, 50450 Kuala Lumpur, MalaysiaAccount’s name : Call Centre Association ( Malaysia )Account’s number : 312-1-5680681-7Swift code : SCB-LMYK-XX-XX

Hotel & Travel

Sunway Resort Hotel & Spais the single largest hotel development in Kuala Lumpur with 1,234 rooms & a full range of facilities.

35 minutes from Kuala Lumpur International Airport (KLIA) & 25minutes from the city centre.

Easy access to Sunway Pyramid Shopping Mall & Sunway Lagoon.

Contact Details:Sunway Resort Hotel & SpaPersiaran Lagoon, Bandar Sunway, 46150 Petaling Jaya, Selangor Darul Ehsan, Malaysia.

Tel : +6(03)7492-8000Fax : +6(03)7492-8001Email : enquirysrhs@sunwayhotels.com Web : www.sunwayhotels.com

Nearest to the Hotel Transportation Hubs: Time Distancemk 55 setunim 53 tropriA lanoitanretnI rupmuL alauKmk 02 setunim 52 ertneC ytiC rupmuL alauK

Kuala Lumpur Sentral (Train Station) 15 minutes 20 kmmk 8 setunim 5 noitatS TRL ayaJ analeK

KTM Commuter Station (Subang Jaya) 5 minutes 6 km