1. Interested in Sponsoring
Contact Keith Fiveson,
Co-Chair
@ 212-463-0043 or
kfiveson@itesa.com
Call for Speakers
IMT’s 3rd Global ContactForum (3rdGCF)
www.globalcontactforum.com
When: March 12, 13, 14, 2012
Where: Mexico City, Mexico, Banamax Center
Please submit by: October 30th, 2011
The IMT Contact Forum is pleased to announce its “Call for Speakers” for our 2012
Global ContactForum and Expo, back for a thrird year by popular demand. The IMT
encourages interested individuals and companies to submit presentation proposals
by completing and returning the application attached.
About the Event
The 3rd Global ContactForum, is the international gathering event of Contact
Center, Customer Contact & BPO professionals from around the world. Yearly, they
come together in Mexico City to network, share knowledge, discuss industry
challenges, showcase new technologies and present the best practices. Over 1,800
people, from 22 countries came together.
The theme for the 2012 edition is the Digital & Mobile Customer Experience and its
role in the future of customer contact. Focusing on digital, mobile, tweeters and
members of the social CRM community, and the influence on contact centers, to
serve the demanding, discriminating new mobile, digital customer, anywhere,
anytime, on any device in this age of mobility.
technologies and solutions available.
We are seeking:
• Participants for multiple panels (topics listed below)
• Keynote presenters
This year’s theme will be Digital and Mobile Customer Experiences, Customer
Care, Social Media, Technology enablers.
We are soliciting speaking proposals that specifically address the use of
digital, mobile, social media, customer care and how to enhance customer
relatiosnhips via contact centers. Case studies with ROI (hard numbers) will
be a valued component of every accepted submission. Direct customer / user
participation is strongly recommended.
Individual panel speakers will be given approximately 10 minutes to present their
solution and explain how it cuts costs to “set the stage” for our interactive Q&A.
Solution panels may be grouped by technology type or cost / efficiency addressed,
as determined by event committee based on speaker submissions.

2. The event will also include breakfast, lunch, expo hall, plenty of networking, and a
cocktail and networking hour.
About the IMT: The 3rd Global ContactForum is organized by the Instituto
Mexicano de Teleservicios, IMT, Latin America’s leading Contact Center institution.
This is the 15th consecutive edition of our successful international flagship event,
the ContactForum, which we have evolved into a truly worldwide gathering.
Chairperson: The Chairperson of the 3rd Global ContactForum is Maria Eugenia
Garcia, President and CEO of the IMT. Maria Eugenia is one of the most admired
and influential figures in the Latin American Contact Center sphere.
Co-Chair: The 3rd Global ContactForum is Co-Chaired by a respected Contact
Center professional and consultant, Keith Fiveson, CEO of IT Enabled Services
Alliance, Inc. (ITESA). Keith is an expert in his field in their fields and brings to the
3rd Global ContactForum his vast experience, deep knowledge of the industry and
network of contacts.
Our Mission: To expand business opportunities through global contact center
professional networking, advance professional education and promote digital,
mobile and social media throughout the call center.
Submission of abstracts: Please be aware that all submissions will be considered
carefully for inclusion in the event program, but this does not guarantee
acceptance.
Speaker Requirements (Important-Please Read Carefully)
The IMT speaker board relies on many criteria in addition to relevance, historical
speaking scores, and references from its members. The IMT is also looking to
showcase exhibitors and sponsors. Preference and consideration will be given to
individuals with a demonstrated commitment to the organization once content has
been considered.
The IMT requires that all information be presented in an educational, non-
commercial, non-self promotional manner. Promotional presentations will
adversely affect future speaking opportunities. Sponsor and exhibitor opportunities
are available that offer an appropriate channel for promotion. Speakers who are
also exhibitors may briefly direct attendees to their display at the close of their
presentation.
Sponsors who submit speaker proposals that meet the requirements detailed here
will also receive preferential consideration.

3. Presenters are requested to provide educational handouts. Please do not submit a
proposal if you are unable or unwilling to provide educational handouts (outlines,
slide summaries, etc.)
Speakers that are selected are expected to speak. This means that if organizational
changes, availability, or other reasons cause the speaker to be unable to speak, the
IMT in its sole discretion will determine whether to cancel a session, change the
speaker, or make other arrangements.
Criteria for Evaluation (Important-Please Read Carefully)
Event delegates attend the 3rd Global ContactForum to gain access to timely,
informative, leading edge information and education that can be found nowhere
else. They use this information to shape business practice, improve performance
and knowledge, and make technology purchasing decisions.
Individual topics are selected based on demonstrated audience interest and synergy
with overall panel topic. Innovation, originality and timeliness of material are also
considerations.
Selected speakers are required to provide a 100 word biographical summary and
headshot photograph for marketing purposes. Proposals should be accompanied by
a brief company description, especially for vendors. Additional supporting literature-
company brochures, whitepapers, articles, etc. are also welcomed if your company
is sponsoring (in which case you’ll have your own table display and showcase.)
Please note that all speaking positions are unpaid and speakers are responsible for
their own travel expenses to and from the event. Speakers will, however, attend
the event for free.
Contact Information: The following contact information will be used to confirm
receipt of your proposal and notify you if the proposal has been selected.
____________________________________________________
Name
_____________________________________________________
Title
_____________________________________________________
Company
______________________________________________________
Street
______________________________________________________
City State Zip Country
_______________________________________________________
Telephone Email

4. Part I: Category
My Presentation Suggestion addresses cost cutting or increased efficiencies in the
following area:
___ Digital / Mobile / Social Media in the Contact Center
___ Contact Center Operations Cost Cutting
___ Training / Hiring / Employee Management(including At Home)
___ Agent / Call Handling Efficiencies
___ Supervisor Efficiencies
___ Cost Effective Tools to Meet Security and Privacy Mandates
___ Customer Self Service
___ Customer Experience & Loyalty
___ Other
Part II: Presentation Title
Please provide title suggestions for your presentation. The titles should be benefit
focused and pique the curiosity of potential attendees.
________________________________________________________
________________________________________________________
Part III: Presentation Content
Please briefly outline the educational content of your proposed presentation.
Descriptions should be concise, specific and clearly define the benefit to the
potential audience.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
___________________________
Part IV: Guarantee Copy
Please list one - two specific guarantees that you can make to session attendees.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
_____________________

5. Part V: Presentation Specifics
Please briefly describe the measurable business results achieved, as per the case
study you will present.
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
Thank you for your interest in speaking at the 3rd Global Contact Center, in Mexico
City, Mexico! If you have questions, please contact Keith Fiveson via email
(kfiveson@itesa.com) or by telephone (212-463-0043).
Please return your completed proposal to Keith Fiveson by email (212-463-
0043) no later than October 30th, 2011. If you know of others who may be
qualified to speak on one of these topics, feel free to forward this Call for
Speakers.