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our speakers
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Geno Church
Chief Inspirational Officer
Brains on Fire, United States of America
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Ettiene Neethling
Head: Ask Once Client Service
Nedbank, South Africa
 
  
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Shanitha Selvarajalu
Executive Head: Customer Support
Vodacom Business: Vodacom, South Africa
 

› Have a look at the programme
› Get your copy of the brochure 
Co-located with Customer Management World Africa 2008
This year we are pleased to offer you the opportunity to go beyond the call centre and focus on deeper customer management issues.  We bring you Customer Management World Africa on Thursday, 21 August 2008.

› Visit CMW's website
conference details
Conference:
Day 1  (Director's Day)
18th Aug 8am - 5pm
Day 2
19th Aug 8am - 5pm
Day 3
20th Aug 8am - 5pm    
Workshops:
Masterclass 1 or 2
22nd Aug 8am - 5pm

› Full conference programme
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Register online now
or call +27 (0)11 516 4940
 

Masterclasses

» Masterclass 1
           OR
» Masterclass 3

register today
Masterclass 1: Friday, 22 August 2008. INNOVATION! Create your own agenda through an original blogging format!

Registration for the masterclass will be at 08:30; the masterclass will commence at 09:00 and conclude at 16:00. Morning and afternoon refreshments, as well as lunch, are scheduled into the day’s proceedings.

Agenda: You decide
Your masterclass begins even before it begins. This is an official call for you to become ‘tech-savvy!’
 
“let’s create a twitter, … this workshop needs to be a relevant learning experience for you” – Geno Church
Create your own agenda through blogging! Your blogging discussions will create your masterclass agenda and you have the opportunity to get to know each others aliases before you attend the event.
 
Visit www.brainsonfire.com/blog by 8 August 2008 to confirm your agenda, so get blogging!
 
This is what the new era of social networking is all about. This is your chance to see just how your customers do it an how effective it actually is. Our Word of Mouth and Social Networking expert will
create the agenda according to what you want to hear! Visit his blog and get TALKING!
 
Air your views and YOU decide what you want to learn about.
 
Possible topics for discussion include:

  • The benefits of Word of Mouth Marketing
  • How you can implement this in your organisation
  • Taking a customer perspective on the impact of blogging
About your workshop leader
Geno Church
Chief Inspirational Officer
Brains on Fire, United States of America
 
Word of Mouth Guru. Geno spent two years at Furman University and went on to the University of South Carolina to receive a degree in Advertising. Geno has been repeatedly recognised as a thought leader in both the identity and word of mouth realms and has also received awards from numerous organizations, including the 2004 National ADDYs, where he received honors for his work with Rage Against the Haze. Rage also won a coveted Wommie award in 2006 from the Word of Mouth Marketing Association alongside initiatives by Coca- Cola and Yahoo. Geno has given presentations at numerous events, including the National Conference on Tobacco and Health, the American Public Health Association Exposition, several Word of Mouth Marketing Association conferences.

» Register now!
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Masterclass 2: Friday 22 August 2008. Mastering budgeting in your call centre

Registration for the masterclass will be at 08:30; the masterclass will commence at 09:00 and conclude at 16:00. Morning and afternoon refreshments, as well as lunch, are scheduled into the day’s proceedings.

Objective
How effectively are you managing your contact centre budget? Do you know the cost of delay and forecasting errors?
 
Can you convincingly and accurately justify your call centre resource requirements to management?
 
This masterclass interspersed with music fun and edutainment will explore the intricacies of managing your call centre budget. Attend this masterclass and finally you can make the transition from moving your call centre operations from cost to profit centres.

Agenda
  • Effective financial management of a customer contact operation
  • Managing the costs of recruitment & training
  • Managing the costs associated with upgrading technology
  • Monitoring the threats on the call centre budget
  • Factoring in contingency resource requirements
  • Analyse your own budgeting techniques and see how to improve on these
About your workshop leader
Dr Brownell O’Connor
The Contact Centre Doctor
Dubai
 
Dr O’Connor has been presenting at Call Centre and Customer Management conferences since 1997 but his speaking heritage goes back a lot further. His recent speaking slots tend to be focused more
on people management and business processes although he regularly speaks about related
technologies such as CRM, Telecommunications and IP telephony. Brownell is equally at home
speaking to audiences of 50 or 2,000 and is a regular Keynote speaker at industry conferences in Europe, Middle East and USA. His wealth of ‘hands-on’ experience in these geographies assists in his Anecdotal methodologies that bring the key concepts and messages to life.
 

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event sponsors
 
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sponsorship opportunities
This is your best sales and marketing opportunity of the year. If you are serious about being positioned as a market leader in the call centre industry, then this is the event you need to be at!
If you supply or are involved in the following areas you should be looking to partner with Contact Centres World Africa 2008:
  • Call centre outsourcing 
  • Call centre hardware 
  • Software 
  • HR and training 
  • CRM
  • E-commerce and web enablement 
  • Business continuity 
  • Consultants
  Target your market!
For details contact
Glodean Kenny
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