73 percent of global small and medium enterprises plan to outsource

Marketing Insiders Group reunited 11 countries, 2 continents, 12 international speakers and top BPO professionals at European BPO Forum's first edition in Vienna - Studio 44, on June 6th 2014.

Bucharest, June 12th 2014 - The global BPO dynamics is constantly changing, outsourcing is expanding by the minute, reaching more and more market areas and industries. "73 percent of SME plan to outsource compared with 41 percent of large companies. 80% of the global market has sourced in the past 10 years, reaching 154 billion dollars" - highlights from IAOP survey, cio.com, smh.com.au.

Europe is a top BPO destination, having approx. "34.830 contact centers with over 2.7 million seats and 3.464.237 FTE (full-time equivalent)", according to the Call Communications.eu 2013 study.

Here are some of the customer relationship tendencies for the next decade: contact center interactions will be more social, proactive and based on emotional intelligence, omni-channel communication, more customer service from home - smarter working, Vocal Biometrics implementation, strategic shift from downsizing prices to increasing service quality, SaaS integration, 100 percent of customer interactions will be in the public domain etc.

All these insights and more were available at European BPO Forum 1st Edition - "The Customer Relationship Cycle". This international forum was designed by Marketing Insiders Group as a strategic bridge, practically one accessible contact point for all the European BPO players (providers & beneficiaries) right in the heart of Europe.

The niche conference took place on June 6th 2014 in Vienna (Studio 44 der Österreichischen Lotterien - Rennweg 44, A-1038 Wien), having the following objectives: engaging profitable partnerships, acknowledging operational excellence, creating a BPO knowledge exchange center and maximizing multicultural perspectives & attributes.

This business initiative hosted top and middle management representatives from Belgium, Austria, Romania, Turkey, Kosovo, Germany, Poland, Czech Republic, UK, Luxembourg, Switzerland - who show a high interest in the international BPO optimization. Here is a glimpse of the attending industries: outsourcing, IT&C, business consultancy, banking, automotive, contact center, finance, transport, media, training, energy etc.

This edition interactively highlighted strategies and tactics for the most important BPO areas - processes, technology and people - through the voice of leading professionals, such as: Vincent Vanden Bossche - General Manager, Call Communications.eu, Richard Kenny - EMEA Marketing Manager, Plantronics, Krzysztof Gawecki - Lead Auditor, SGS, Stefan Arzner - International HR Manager, Raiffeisen Bank International AG, Mihaela Apostoleanu - Director EMEA Premier Support Business Operations, Oracle,Stefan Jung - Senior Account Executive, Aspect Software GmbH, Madalina Vilau - CEO, Marketing Insiders Group, Elcin Yazan - International Business Development, Turkcell Global Bilgi, Catalin Victor Arjoca - Minister-Counsellor, Embassy of Romania to Austria, Bogdan Herea - CEO & Founder, PITECH+PLUS, Youssef Hautier - Managing Director, Sonic+Pay, and Marcela Stoica - Senior Management Skills Developer, Customer Service School.

The 2014 forum agenda, speaker presentations and photos are available for download on: http://www.conference-arena.com/european-bpo-forum .

" Over 4.500 employees in 8 European countries teach us that outsourcing is about change and constant development. 16 years of investing in quality people and technology are not enough in the contact center industry, not when leadership is your main goal. Our 42 international awards were possible only with the trust and support of our customers. They drive our business strategies, their voice shapes each step we take, year by year. This European BPO Forum edition - "The Customer Relationship Cycle" focuses on the heart and mind of any multinational company, the consumer. We are proud to sponsor this inspiring, educational initiative, supporting the evolution of the European BPO community ." - Maria Hoffrichter-Zanetti, Communications Management, Competence Call Center

" This forum was built with and for the international BPO community. Although this was the very first edition, I was happy to experience great interest from global companies and the presence of important niche brands and leading professionals across Europe. Even more, over 85 percent of the audience feedback was very encouraging, motivating the M.I.G. team to expand the international conference series in the following years, covering others industries as well. See you again soon" - Madalina Vilau - CEO, Marketing Insiders Group

European BPO Forum 2014 was possible with the inspiring support of Competence Call Center - Start Sponsor, and Turkcell Global Bilgi, Aspect Software, SGS, Plantronics - Supporting Partners.

The conference covered a wide media network, having the strategic input of Contact Management Magazine Switzerland, Contact Center Magazine Romania, Customer Management Multimedia Competence Italy, Call Center Verband Deutschland and ECCCO -European Confederation of Contact Centre Organisations. Also, the event had the honoring support of the Romanian Embassy to Austria.

The next forum edition will take place in the spring of 2015. Early bird registrations benefit from special discount fees.

For more information about conference participation terms, sponsorship and speaking opportunities, please contact us via mobile: +43 720 880 246 l +40 733 060 010 or e-mail: oana.olteanu@market-insiders.com.

About M.I.G.

Triggering marketing greatness since 2004.

Experience the new business era! Marketing Insiders Group easily resembles a MIG: power, speed, heights, independence, impact. We gathered the best marketing experts, trainers, consultants and specialists under one visionary roof, which opens the business skies. Highlights: over 50 international brands in the M.I.G. portfolio; more than 100 niche business conferences: www.conference-arena.com ; ATL, BTL and TTL competences; part of the Stevie Awards Jury (Sales & Customer Service Category) for several years.



Senior Brand Strategist

Mobile: +43 720 880 246 l +40 733 060 010

E-mail: oana.olteanu@market-insiders.com l Web: www.conference-arena.com