• The Australian BPO market is expected to grow by 20 % over the next year or two.
  Get your copy of the Australian BPO research study now.
  Go to – http://thesauce.net.au/sauce-research
• The Australian Business Process Outsourcing Association (ABPOA) is hosting a Cocktail Reception in honour of a trade delegation from the Business Processing Association of the Philippines (BPA/P) and the Australian-based Philippine Trade and Investment Commission.

  We would like to invite ABPOA members and guests to attend, meet, and network with our friends from the Philippines. 



  Where: Level 15, NSW Business Chamber, 140 Arthur Street, North Sydney NSW 2060
  When: Monday 21st May from 6:00 pm to 8:00 pm

  Tickets: To secure your place at this popular event, please register at
  Go To – http://abpoabpap2012.eventbrite.com

• Vocal Authenticity and Insightful Learning
  Transform your business through Vocal Authenticity and Insightful Listening

Use your voice to create more meaningful and trusting connections with others over the phone and face to face!

  Business Enterprise Centre

19/323 Castlereagh Street
Haymarket NSW
  Thursday 31 May 2012
  6:30 pm – 9:00 pm

Beverage and canapés provided
  Contact: admin@ccma.asn.au

• New Generation of UTM Firewalls Deliver Proven Enterprise-Grade Security to Small and Distributed Organisations. Dell SonicWALL TZ Series Provides Market-leading Security Combined with High Performance, Ease of Deployment and Broad Mobile Platform Support.

  The TZ 105 and TZ 205 provide an array of security features that deliver enterprise-grade network protection powered by Dell SonicWALL’s patented Reassembly-Free Deep Packet Inspection®. The only firewall in its class to truly enable mobile workforce with native SSL VPN remote access client for Apple iOS®, Google® Android™, Windows, Mac OS and Linux devices Delivers wire-speed Deep Packet Inspection performance and protection for today’s broadband connections.

Well done to our two winners

The Winner of the FREE BPO report at SSON was Keith Wilkinson Group Manager, People & Culture, Energy Markets, Orgin Energy.

The winner of the iPad 2 from the respondents of the research study was Anne De Lacy, Corporate HR Manager, Orica Ltd.

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This month’s Asia CEO Forum in Manila features John Bessey, Managing Director of Microsoft Philippines, to explain Cloud Computing and describe how the technology is already being used today by leading companies in Philippines.

Register at www.asia-ceo.org/register.htm

United Energy (UE) and Multinet Gas (MG) have awarded a multi-year contract to leading IT and business services provider Logica Australia to manage their IT infrastructure.UE is the electricity distributor responsible for delivering electricity to approximately 640,000 customers in Melbourne’s South-Eastern suburbs and the Mornington Peninsula. MG is the largest gas distributor in Victoria, supplying gas to more than 670,000 customers. Logica will provide the overarching service management processes for all aspects of UE & MG’s IT environment, encompassing Logica’s own technical services as well as third party activity. Logica will provide an Australian-based 24×7 service desk that will be the ‘shop window’ into UE and MG’s corporate IT function, as well as a range of technology support services including service desk, desktop, server, storage and networks. They will also provide disaster recovery and security services.

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The National Computer Board in collaboration with MITIA is organizing a B2B ICT Exhibition & Conference event in Mauritius.

For interested parties, please see the brochure here.

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BPAP is holding a sponsors briefing on Wednesday May 2 in their Manila office for the International Outsourcing Summit 2012.

Please contact Rona Castillo rccastillo@teamasia.com

Contact Centre Operations Management Program

Successfully delivered for 5 years!

This three day program addresses key contact centre issues in a compact interactive format.

Over 220 Contact Centre Managers have attended this program in Australia and have 100% recommended the program to others!

The program includes the following topics:

• Contact Centre Metrics
• Inbound Call Centre dynamics
• Staff induction training
• Key Performance Indicators
• Managing Absenteeism
• Reward and Recognition
• Recruitment Planning

Holiday Inn
159 Roma Street, Brisbane CBD

Wednesday 13 June to

Friday 15 June 2012

9:00am – 5:00pm Daily

EARLY BIRD OFFER

Members $1,530.00 inc gst
Non-Members $1,890.00 inc gst

Available till COB Mondy 23 April 2012

Pricing From 2 June 2012

Members $1,700.00 inc gst
Non-Members $2,100.00 inc gst

Morning & Afternoon Tea, Lunch and Beverages provided

DON’T MISS THIS OPPORTUNITY! CLICK HERE FOR COMPLETE DETAILS.

Anita Bowtell, President CCMA
Sherry Hayward, Education Portfolio CCMA

Communications for the 2018 Brisbane Commonwealth Games

The Winning Bid Process!

A once in a lifetime opportunity to hear about the Australian bid for the 2018 Games, and the process that the Brisbane City Council went through to win the bid!

Learn about the 3 stages of the planning cycle:

• The preparation – Infrastructure, security and the communications
• The actual event
• The legacy that the Games will leave on the city as far as infrastructure and tourism is concerned.

Visit the newly built world class home of the

AFL Gold Coast Suns!

Metricon Stadium
Nerang – Broadbeach Road
Carrara, Queensland

Thursday 31 May 2012

7:15am Registration
7:30am Breakfast & Networking
8:00am Presentation
8:40am Questions
9:15am Close

Corporate Buffet Breakfast provided
Hot, Continental, Coffee and Juice

Members $48.00 inc gst
Non-Members $68.00 inc gst

DON’T MISS THIS OPPORTUNITY! CLICK HERE FOR BOOKING AND COMPLETE DETAILS.

Join your Hosts

Anita Bowtell, President CCMA
Brett Dean, Director QLD CCMA
Cath Drinkwater, Committee QLD CCMA

That is not service…THIS IS SERVICE! The power of adaptability

What might it mean for your organisation if 80% of your customers chose to self serve…and it makes them happier?

The very definition of excellent customer service is under the microscope. We all know it is important. We all try to measure it closely.

But……. is there another way to think about it?

EDGE Employment Solutions
38 Hood St, Subiaco WA

Thursday 17 May 2012

5.45pm Registration & Networking
6:30pm Presentation
8:00pm Close

Canapes and Beverages provided

EARLY BIRD PRICING

Bookings by COB Friday 30 April 2012

Members $40.00 inc gst
Non-Members $60.00 inc gst

Pricing From 1 May 2011

Members $55.00 inc gst
Non-Members $75.00 inc gst

DON’T MISS THIS OPPORTUNITY! CLICK HERE FOR BOOKING AND COMPLETE DETAILS.

Join your Hosts

Gay Reed-Barrance, Director WA CCMA

Vocal Authenticity and Insightful Listening

Learn how to use your own voice to create more meaningful and trusting connections face to face and over the phone!

Tim Noonan, creator of the Vocal Consciousness approach will deonstrate how “The human voice is the most influential sound on the planet”.

Learn strategies and techniques which promote vocal understanding; foster expressive speaking and nurture insightful listening.

No Professional can miss this!

Blind from birth, Tim has learnt to listen for countless vocal cues that reveal so much more than the casual listener is aware of; and once enlightened, your way of speaking and listening will change forever.

After this presentation you will have a range of strategies and practical techniques for speaking with more clarity, confidence and compassion and skills for listening to others with greater recall, depth and understanding.

This Session will Include:

• How to use your own voice to create more meaningful and trusting connections with others – personally and in business;
• Some helpful recommendations about voice care and vocal load;
• An opportunity for one or two audience members to receive an on-stage vocological reading by Tim; giving you fresh insight into their potentialities and aspirations.
• The insights revealed from Tim’s voice readings entertainingly show just how much detail and information is embodied in each human voice;

Exploration of the inevitable and essential relationships that exist between Voice and Likeability; Voice and Authenticity; and most important of all, Voice and Trust;
All attendees receive an e-book
Receive a complimentary copy of Tim’s ebook “Your Voice is Your Business: Seven Voice Strategies for Vocal Brilliance”

Venue: Clearly Business Enterprise Centre
19/323 Castlereagh Street, Haymarket NSW

Wednesday 31 May 2012

6:30pm – 9:00pm

Beverage and canapés provided

*Members $48.00 inc gst
Non-Members $68.00 inc gst

DON’T MISS THIS OPPORTUNITY TO JOIN THE CCMA IN SUPPORT OF THE INDUSTRY! CLICK HERE FOR BOOKING AND COMPLETE DETAILS.

Join your Hosts

Anita Bowtell, President CCMA
Brendon Walker, Director NSW CCMA

The Australian BPO Association (ABPOA) is delighted to be hosting a marketplace breakfast with KPMG on May the second in Sydney. The Sauce, sponsored by IBM and Fuji Xerox, will be showcasing the landmark research report, “The Australian BPO Study 2912’ which the ABPOA endorsed.

This is the first time anybody has gone to the trouble to find out what’s really happening on the buy side in Australia and – let me tell you, there is a fascinating tale to tell.

There are only limited seats available so jump in quick if you would like to attend and find out what’s really going on in BPO in Australia.
 Please visit http://outsourcingreporting2012.eventbrite.com to book your spot.

The ABPOA is also hosting a trade delegation from the Philippines (BPA/P) later in the month of May. If you are interested in meeting our friends form the Philippines please write and let me know mconboy@abpoa.com.au