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2008 saw many intriguing presentations by key industry, and branding, leaders. Featured speakers included:
- Geno Church, Chief Inspirational Officer, Brains on Fire, United States of America
- Stafford Masie, Country Director, Google, South Africa
- Jeremy Mansfield, Radio Personality, Highveld, South Africa
- Adrienne Swift, Head of Operations, eBucks, South Africa
- Tim Meara, Head of Customer Care, iBurst, South Africa
Visit the website for more details.
› take a look at last years Contact Centres World website
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This year CMW is will take place:
Tues, 20 August
Other event details:
Help Desks & IT Service Management World Africa 2009
17 August, Mon, 8:30 - 17:00
Contact Centres World Africa 2 day conference
18 & 19 August, Tues & Wed, 08:30 - 17:00
Customer Management World 2009
20 August, Thurs 8:30 - 17:00
2 x Workshops
21 August, Fri, 08:30 - 17:00
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Customer Management day - conference themes at a glance...
- Trend watching for future success
- The Customer - strategies, retention and acquisition
- Using alignment strategies to retain and maintain customer relationships
- Exploring the latest technology trends
- Automating the customer experience
- Cutting edge tools for tracking customer
- Strategies for survival in a downturn economy
» Find out more
First call for speakers
We are currently looking for new speakers. If you are a senior-level director with a relevant or practical case study to share, and would like to participate in the programme as a speaker, then call Lauren Dansky NOW to discuss your potential participation. Tel +27 (0) 11 516 4954 or e-mail lauren.dansky@terrapinn.co.za
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A glance at what else is happening:
17 August
Themes for Help Desks day
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Building a business-focused helpdesk support infrastructure
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Maintaining an award-winning service management department
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Enabling business growth and innovation in a technologically converged world
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Metrics: tracking pains, gains and goals
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Panel discussion: exploring self service in the IT service context
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Driving customer satisfaction in a helpdesk environment
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In/Out Sourcing – what’s the strategy under new market dynamics
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Chief Technology Officers Panel Discussion: managing IT assets and infrastructure
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Panel discussion: execution for advanced service desks
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Mastering the key components of ITIL
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Case study: the help desk and social networking
 18 & 19 August
Topics to be explored at Contact Centres World Africa 2009 include:
- Creating a culture that inspires excellence
- Design and wellness in the call centre
- Professional and personal – the call centre in the new market environment
- Reducing early turnover through better hiring and training
- Innovative stress management – ways to rejuvenate and inspire your team
- Panel discussion: Implementing incentives that work
- Panel discussion: the elusive First Call Resolution (FCR)
- Justifying contact centre technology spend to the CFO
- Implementing a virtual contact centre
- Implementing self service strategies that work
- High performing call centres
- Forecasting future trends and cycles in the call centre
- Leveraging the call centre for marketing purposes
- Establishing process improvements to improve service, reduce cost and minimise risk
- Driving the quality of conversations in your call centre
- Implementing risk management in your call centre
- Building a workforce that can adapt to any change
- Disaster recovery in your call centre
- Leadership as the cornerstone of success in the contact centre
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