|
Monday : 18 August 2008 - Director's Day
|
8.30am | Chairperson’s opening remarks
Mandy Venter, Chief Executive Officer, Institute of Performance Technology (Pty) Ltd, South Africa
|
| LEADERSHIP IN ACTION: KEY SUCCESS FACTORS |
|
8.45am | International keynote address: Successful contact centres
and helpdesks – contrasts, comparisons and lessons
The contact centre and the helpdesk –commercial cousins or mutually alien cultures?
-
The fundamental difference that separates the contact centre and the helpdesk
-
The message your staff must understand
-
Helpdesk techniques the contact centre can use: resolving agencies, problem management etc.
-
Managing knowledge to increase job and customer satisfaction
Noel Bruton, International Help Desk Guru
United Kingdom
|
9.15am | Positioning your call centre in the South African market
-
Current South African call centre landscape offering
-
Why should we invest? What factors determine your investment decision?
-
Understanding the executive decisions that’ll make your call centre work
-
Exploring attitudes to outsourcing
Marc Spendlove, Marketing Director, Dialogue Group, South Africa
|
9.45am | Morning refreshments
|
10.15am | Anticipating and responding to customer service expectations
Sonja Lawson, Talent Development Manager
CallingtheCape, South Africa
|
| SUCCESSFUL BUSINESS MODELS |
|
10.45am | Panel discussion: Balancing cost efficiency and
customer satisfaction levels
- Anticipating and responding to customer service expectations
- Expected service from an external customer perspective
- Closing the gap between organisational capabilities and the perceived delivery
- Firmly establishing your call centre strategy & vision
Sonja Lawson, Talent Development Manager, Calling the Cape, South Africa
Marc Spendlove, Marketing Director, Dialogue Group, South Africa
Noel Bruton, International Help Desk Guru
United Kingdom
|
11.15am | Industry debate: In-house vs. outsourced and the impact on your budget
In the red corner:
Shanitha Selvarajalu, Executive Head: Customer Support Vodacom Business: Vodacom, South Africa
Fanti Holtzhausen , Group Manager - National Call Centre
Mutual & Federal Insurance Company Limited
VS
In the blue corner:
Barry Ryan, Chief Executive Officer, Fintech, Kenya
Jojo Uligan, Executive Director, Call Centre Association of the Philippines
Rod Jones, Founder & Director, C3Africa Group, South Africa
Eric Nesbitt, Director, KenCall Outsourcing, Kenya
|
11.15am | Impact of IP based call centres on your bottom line
- Harnessing IT Growth to grow your business
- Implementing dynamic IP solutions
- Using technology to increase your sales
Yaron Assabi, Chief Executive Officer, Digital Solutions Group, South Africa
|
11.45am | Un-conference luncheon sponsored by Dialogue
|
1.30pm | Case study: Developing a strategic contact centre
-
Getting noticed as a strategic link in the service delivery chain
-
Addressing the truth about your call centre and its function in your business value chain
-
Transforming your call centre through leadership
Richard Britt, Managing Director, Dialogue SA
|
1.45pm | Creating profitable baselines and benchmarks for your
contact centre
- What are current industry trends?
- The right metrics to measure and benchmark
- Successful case studies
- Market forecasts for the future
Rod Jones, Founder & Director, C3Africa Group, South Africa
|
2.15pm | Streamlining costs through competitive measures
- Drilling down your cost lines
- Maintaining service level agreements
- Dealing with rising agent costs
- Benchmarking salaries across the industry – exploring industry benchmarks
- How do I support my contact centre?
Candace Roberts, Managing Director, Call Force Direct, South Africa
|
2.45pm | Quantifying the impact of churn on resource allocation
- Finding and eliminating the repetition and boredom for good!
- What gives our call centre staff that extra bit of motivation?
- Sharing the optimism for maximum results in the call centre
Wynand Schutte, General Manager, The Phone House, South Africa
|
3.15pm | Afternoon refreshments and speed networking
|
|
|
| SUSTAINABLE DEVELOPMENT |
|
3.30pm | Case study: Preparing for the catastrophic event
-
What does disaster recovery mean for your call centre?
-
Identifying business triggers that affect your call centre
-
Developing effective business continuity plans!
-
Guarding your assets and protecting data in your call centre
Ansophie Strydom, GM: Business Development Continuity SA, South Africa
|
4pm | Case study: Alternative service delivery models –
government and industry collaboration
- Exploring state applications for incentives
- How are they applicable
- A government success story
Sibusiso Kunene, Managing Director, Sibize International Calling, South Africa
|
4.30pm | Round table discussions: This is your opportunity to have in depth discussions around these topics:
- Business continuity – what should we be doing?
- Financial management – what are the key success factors for your call centre?
- Use of technology – what are the latest options?
- Creating benchmarks for your contact centre – where does your call centre fit in?
|
5pm | Chairperson’s closing remarks and close of Director’s Day
|
|
Tuesday : 19 August 2008
|
| Chairperson’s opening remarks |
Jackie Naughton, Managing Director, Byron Yeats Consulting, South Africa
|
| BEST PRACTICE IN CALL CENTRE PRACTICES |
|
8.45am | International keynote address: Contact centres and
helpdesks – contrasts, comparisons and lessons
On the ground application of key helpdesk learning points
- Translating lessons learnt from the helpdesk to the call centre
- Communicating with your staff to minimise wrong expectations
- Helpdesk techniques the contact centre can use: resolving agencies, problem management etc.
Noel Bruton, International Help Desk Guru
United Kingdom
|
9.15am | Keynote address: Exploring a differentiated contact centre
experience for success
- What new innovations are being deployed in Philippines Contact Centres
- Addressing the truth about contact centres and how we need to position ourselves
Jojo Uligan, Executive Director, Call Centre Association of the Philippines
|
9.45am | Keynote address: Making the square a little rounder – new
practices for successful call centres
- Making connections with your customer through the call centre
- Implementing new softer ways of managing your call centre
- Applying the ‘ego-gram’ in your call centre
Dr Joel Shapiro, Clinical Psychologist, Circle & Square, South Afric
|
| SYNERGY: ELEVATING CALL CENTRES TO THE CORE OF BUSINESS PROCESSES |
|
10.30am | Morning refreshments
|
10.45am | Case study: Nedbank – unleashing the successes of the ‘ask
once’ campaign
- Empowering call centre agents to make executive decisions for the benefit of the customer
- Linking call centre activities to brand value
- Effect of this campaign on call centre productivity
- Improving FCR and streamlining your customer operations
Ettienne Neethling, Head: Ask Once Client Service,
Nedbank, South Africa
Herman Munsamy, Senior Manager: Service Initiatives, Nedbank, South Africa
|
11.15am | Impact of marketing on call centre processes
- What are the legal requirements?
- How to get around contacting legislation
- Developing a plan to get permission from customers
Andy Quinan, Managing Director, Contact Industry Hub, South Africa
|
11.45am | Challenges facing the call centre industry on a global scale
Birgit Thümecke, Managing Director, Lufthansa Global Telesales, South Africa
|
12.15pm | U-Turn: Create your own conference agenda
Tell us your top 5 concerns and nominate, from all the speakers and delegates present, who would give you the best answers for tomorrow’s U-Turn discussion.
|
12.20pm | Networking luncheon
|
| ACCELERATED WORKFORCE MANAGEMENT |
|
1.30pm | Using customer feedback to transform contact centre
performance – a 10 point plan
- What is the actual problem with our call centres?
- Step by step guide to implementing the 10 point plan
- Case studies and examples
Evan Jones, Services Manager, Merchants, South Africa
|
2pm | Case study: Successful Lean & Six Sigma application in the call centre
- Lean service = excellent service
- Implementing the six sigma quality process
- Using customer requirements to define quality
- Effects of six sigma on your call centre
Tilla van der Walt, Six Sigma Black Belt Strategist
South Africa
|
2.30pm | Case study: Workforce management techniques with visible and sustainable results - Session sponsored by IEX
- Analysing your workforce requirements
- Creating an empowered agent population
- Case studies and examples of success
Petra Hageman, Director, IEX, South Africa
|
3pm | Streamlining your operations to fit customer requirements
- Using industry metrics to determine your staffing requirements
- How do we manage employment scheduling?
- Maintaining consistent standards in this environment
Vinessa Broskie, Head of Call Centre – Domestic,
British Airways, South Africa
|
3.30pm | Afternoon refreshments and speed networking
|
4pm | Keynote address: Modernising call centre operations
through competitive procedures
- How do your call centre strategies compare to other regions
- Maintaining the competitive edge through agent motivation
- Secrets to success
Dr Brownell O’Connor, The Contact Centre Doctor
Dubai
|
4.30pm | Panel discussion: Workforce management – tips, tricks and ideas
- First things first – what are the key obstacles when it comes to workforce management?
- Managing your workforce – seat by seat
- Making the transition from workforce management to workforce optimisation
- Making the most out of limited and changing resources
Hennie Lange, Operational Manager,
Sanlam Personal Finance: Client Contact Centre, South Africa
Thokozani Mchuni, Head of Call Centre, Telkom Directory Services, South Africa
Cecile Smuts, Head of Call Centre, Momentum, South Africa
|
| UNLEASHING THE TRUE POTENTIAL OF TECHNOLOGY IN YOUR CALL CENTRE |
|
5pm | How hosted contact centres can achieve cost savings
- Hosted IP services as a viable solution in a slowing economy
- Key trends and challenges in the industry
- Opportunities that could be exploited based on the identified trends and challenges
Letticia Nkumbula, ICT Analyst, Frost & Sullivan, South Africa
|
5.30pm | Chairperson’s closing remarks and close of day one
|
5.35pm | Networking cocktail sponsored by Rewardsco
|
|
Wednesday : 20 August 2008
|
8.30am | Chairperson’s opening remarks
Jackie Naughton, Managing Director, Byron Yeats Consulting, South Africa
|
| PRACTICAL APPLICATIONS & INNOVATIONS |
|
8.45am | Keynote case study: Using service as a competitive weapon
– a call centre success story
- Learning from the successes of a high performing call centre
- Achieving differentiation through your call centre
- Going the extra mile to stand out from the crowd
- Innovatively differentiating your call centre
- What’s in store for the next five years?
Andy Rigg, Head of Telephony, Absa, South Africa
|
9.15am | Case study: Technologies and innovations that are shaping
contact centres
-
What are the key success factors for a successful call centre?
-
Transforming your call centre through leadership
-
Developing a contact centre roadmap – where are we and where do we want to be?
Richard Britt, Managing Director, Dialogue SA
|
9.45am | Panel discussion: Confessions of a successful call centre agent
-
Getting inside the mind of your call centre agent
-
Understanding agent perceptions – how do your agents view their impact on your call centre?
-
What are the key issues that management may not understand?
-
Assessing the impact of managers on agent performance
-
Finding the link between employee behaviour and the customer experience
Jasmina Ajoodha, 2007 Call Centre Agent of the Year, Standard Bank, South Africa
Jermaine Naidoo, Team Leader, Direct Channel Holdings, South Africa
Stefan Smit, Call Centre Agent, Standard Bank, South Africa
|
10.30am | Morning refresments
|
11am | Case study: The secrets of a fast efficient call centre
-
What makes the AA call centre so competent?
-
Measuring the temperature of your call centre
-
Exploring new innovations
Joe Chetty, Head of Call Centre, Automobile Association of South Africa, South Africa
|
| CUSTOMER ENGAGEMENT: FOCUS ON YOUR EXTERNAL CUSTOMER |
|
11.30am | The changing role of the contact centre in a Self-Service society
Kevin Meltzer, Business Development Director, Consology, South Africa
|
12pm | How mobile messaging solutions (via SMS) can enhance the call/contact centre’s service offering
-
Why the mobile device (cell phone) is becoming a popular choice for call/contact centres Leveraging mobile messaging technology
-
Benefits of mobile messaging technology
-
Examples
-
Challenges and pitfalls of utilizing mobile communication channels in call/contact centres
Deon van Heerden, SA Country Manager & VP Sales: MEA, Clickatell, South Africa
|
12.45pm | Networking luncheon
|
| PROACTIVE PERFORMANCE MANAGEMENT |
|
2.15pm | Panel discussion: Do they really hate the call centre or are we missing something?
-
Finding a realistic measure of customer service
-
Systematically removing customer frustrations from the excellence equation
-
Gaining crucial insight from your customer behaviour
-
Customer service strategy tailor-made by your customer
Kevin Meltzer, Business Development Director Consology, South Africa
Victor Schoeman, Senior Manager: Service & Channels, South African Revenue Services, South Africa
Joe Chetty, Head of Call Centre, Automobile Association of South Africa, South Africa
|
2.30pm | Agent accreditation – understanding the OFO (Organised
Framework of Occupations)
-
What is the process with accrediting training providers of Contact Centre Qualifications registered on the NQF?
-
How do learners achieve a certificate of competence against these qualifications?
-
Understanding and using the accreditation process
-
Where do we find the right assessors?
Anne Whittle, ETQA and Investors in People, ServicesSETA, South Africa
|
3pm | African panel discussion: Strategies for a competitive advantage
-
Creating a presents in the global call centre arena
-
How does environment impact call centre operations?
-
What is the source of competitive advantage?
Glen Otouma, Head of Call centre Operations, Celtel, Kenya
Henrietta Isangedighi, Head of Customer Service, Zenith Bank, Nigeria
Eric Nesbitt, Director, KenCall Outsourcing, Kenya
|
3.30pm | Afternoon refreshments
|
| EMPLOYEE ENGAGEMENT: FOCUS ON YOUR INTERNAL CUSTOMER |
|
4pm | Guiding employee maturity through personal branding
-
Becoming the head cheerleader for your agents and implementing a new tool for agent development
-
Tackling turnover through personal branding of agents
-
Why investing in agents has higher returns than other investment you’ll makes
-
Solving the people puzzle – find out how a personal branding
strategy will boost agent retention
-
Managing the ‘what’s in it for me’ syndrome
Hillary Mitchell, Director, Thinkerbox, South Africa
|
4.30pm | Case study: Managing experiences from the inside out and
building a world class team
-
Making sure the call centre environment adds to agent motivation
-
Suffering from negative attrition – come and get the inside scoop
-
Reaping the benefits of retention growth and team development in your call centre
-
How do you pinpoint who is ‘engaged’ and who isn’t – what do you do?
-
Recruiting and retaining the best staff
Shanitha Selvarajalu, Executive Head: Customer Support Vodacom Business: Vodacom, South Africa
|
4.45pm | Contact centre mystery poll … stay tuned for more
|
5pm | Chairpersons closing remarks and close of conference
|
