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Agenda
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09:00
Welcome Coffee & Networking
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10:00
Opening speech
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10:15
BPR – a modern approach for a customer centric business
Mihaela Predica, Head of Business Area, ING Bank Romania -
11:00
Business Process Management - Facts and Challenges
Edmona Popescu, CEO, Teleperformance Romania -
11:45
Expert insights: Business Process Design optimization through Competitive Intelligence tactics
Apostolos Kemos, Sales Director for SE Europe & Israel, Genesys -
12:30
Business Lunch & Networking
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14:00
Optimization as a continuous challenge
Ramona Badea, Customer Service Manager, Raiffeisen Bank Romania -
14:45
How to design a long lasting customer care process from an HR perspective
Vincent Vanden Bossche, General Manager, Call Communications.Eu -
15:30
Industry Expert Talks
1 decade of customer care history: tradition versus pioneering with Dan Mazilu, Owner,Mediatel Data -
16:00
Coffee Break and networking