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Customer Management Day, 20 August
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7.30am | Registration and refreshments
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8.30am | Chairperson’s opening remarks
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| Innovation |
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8.45am | Opening keynote: Tracking the future key differentiators in the new market economy
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The top 10 trends that will transform the globe over the next 20 years – and longer!
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Trend watching for future success
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What are the key trends specific for Africa?
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9.15am | Delivering world-class knowledge management for customers
and colleagues
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Identifying the need – what does knowledge management mean and how does it help your business help your customers?
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Managing the scope – make sure you know exactly what you
want to achieve and stick to it. Don’t allow others to hijack your
goals
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Delivery and maintenance – how do you do it and where do you
start – there’s no magic bullet and technology is only part of the
answer
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Social networking and knowledge management – how do these
work together and are you where your customers are?
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| | Ms Anne Wood, Head of Knowledge Management, The Carphone Warehouse
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9.45am | Panel session: Strategies for survival in a downturn economy
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Focusing on risk, quality and compliance
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Up-selling, cross selling and maximising customer value
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Debt management across all contact centres
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Manpower and infrastructure optimisation
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Motivating employees to understand the value of customer
service
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10.15am | Marketing through a recession – how to come out on top
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Building brand relationships in tough times
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Investing in branding and communication – how do you invest
the money?
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Understanding the strengths and weaknesses of your
communication
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10.45am | Morning refreshments and networking
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| The customer |
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11.15am | Keynote address: Listen, innovate and change
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Listening to your customer and using this as your competitive advantage
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Innovation – what does your customer really want?
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Pinpointing and correcting service problems
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11.45am | Win customers by excellent service
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12.15pm | Networking lunch
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1.30pm | U Turn: Create your own conference agenda
This is your chance to shape the conference agenda. You select the topic and presenters. So bring along your ideas and get ready to make a name for yourself.
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| Technology |
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2.15pm | Case study: Tools and technology in the call centre to enhance the customer and agent experience
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Driving the customer experience with technology
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Role of automation in contact centre optimisation
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Leading the way with automation to deliver superior customer
service
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2.45pm | Speed networking and afternoon refreshments
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3.30pm | Panel session: Assessing your touch points – are you
communicating the right message?
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What are the various viable options available?
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Cutting through the myriad of user-generated content
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Understanding the impact on your reputatio
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4.15pm | Panel session: Automating the customer experience
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Developing easier and cheaper customer service capabilities
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Successfully educating your customer
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Communicating your technological capabilities
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Technological handicaps and how to move forward
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| | Ms Laura Maweni, Call Centre Manager: Reservations, Virgin Atlantic Airways Ltd
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5pm | Chairperson’s closing remarks and end of Customer Management World Africa day
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Contact Centres World: Conference Day 1, 18 August
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7.30am | Registration and refreshments
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8.30am | Chairperson’s opening remarks
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| Big picture |
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8.45am | Keynote address: Creating a culture that inspires excellence
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Bringing leadership back to business results
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Cultivating continuous learning and development
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Positioning yourself as ‘employer of choice’
Speaker to be advised
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9.15am | Keynote address: From near-time to real-time CRM processes
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Improving operational effi ciency with communication-enabled business processes
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How communication-enabled CRM processes can help you to
improve your business performance
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Reduce human latency
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Increase first time contact resolution and process cycle times
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Provide a seamless customer experience across all contact
channel
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9.45am | Proudly South African but competing in the 1st World
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It works here but does it work there?
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Getting feedback and acting on it
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1st World contact expectations and adapting to a multichannel
environment
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10.15am | Morning refreshments and networking
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10.45am | Directors panel session: Professional and personal – the call centre in the new market environment
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What is the impact of the global economy on South Africa’s call centres?
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How do we minimise effects on productivity?
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Where do we benchmark from?
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| | Ms Anne Wood, Head of Knowledge Management, The Carphone Warehouse
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| People |
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11.15am | Reducing early turnover through better hiring and training
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Probing the status quo of high turnover and improving your hiring success
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Exploring the impact of the ‘headcount freeze’ on productivity
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Exploring your temp to permanent staff ratio
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11.45am | Panel session: Innovative stress management – ways to
rejuvenate and inspire your team
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Who is the ‘call centre agent’?
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Keeping your agents ‘going’ throughout the day
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Insight into generation ‘x’ and ‘y’
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| | Ms Fanti Holtzhausen, Group Manager: National Call Centre, Mutual & Federal Insurance Company Limited
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12.30pm | Networking lunch
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| Customer experience |
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2.15pm | The personalisation of value – using the contact centre to
drive personalised communication and an enhanced customer
experience
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Are you communicating value or creating value when you communicate?
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What does the difference mean for your organisation?
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How you can use the ‘personalisation of value’ concept to your
advantage?
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Utilising data: good and bad data analysis
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Examples of how an existing contact centre put variable data technology to use to enhance the overall customer experience
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2.45pm | Speed networking and afternoon refreshments
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3.30pm | Panel session: The elusive First Call Resolution (FCR)
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Forming a common view on the importance of service excellence
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Aligning the contact centre with the marketing strategy
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Managing proactive and reactive activities for the contact centre
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What other value added services can we add?
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| Technology |
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4.15pm | Case study: Justifying contact centre
technology spend to the CFO
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What is the ‘correct’ technology?
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Implementing solutions appropriate to the times
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Measuring easily visible ROI
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Impact on operational efficiencies
Session sponsored by  |
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4.45pm | Building and maintaining a ‘Call Centre in a Box’
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How the integration of the various elements of call centre technology can save time, money and increase call centre efficiencies and ROI
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How creating workflow management at the back end of a call
centre operation can replicate efficiencies delivered at a front
end outbound dialling function
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How RewardsCo are expanding their business with intelligent
adoption of predictive dialling technology
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5.15pm | Chairperson’s closing remarks and end of Contact Centres day one
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Contact Centres World: Conference Day 2, 19 August
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8.30am | Chairpersons opening remarks
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| Performance |
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8.45am | Opening keynote: High performing call centres
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Maintaining customer service levels across various call centres
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Counting the calls and cost to the bottom line – are we making
the most of our contact centres?
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Outbound vs. inbound call centres, are we still connecting?
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Working in a 24/7 environment
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9.15am | Keynote address: Forecasting future trends and cycles in the call centre
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Accurate forecasting and matching calls to resources for increased productivity
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Designing a simulation and forecast model
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Optimising the call centre by accurately forecasting future caller
volumes
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Conducting successful simulation
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9.45am | Managing your team to get the best.
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How to measure the success of your cc
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How to lead and motivate staff
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Lessons learnt as a leader
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Tip for managers
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10.15am | Morning refreshments and networking
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10.45am | Balancing customer satisfaction and Total Cost of Ownership
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| | Mr Wang Qiang, IPCC Product Line, Huawei Software Business Huawei
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11.15am | U turn: Create your own conference agenda
This is your chance to shape the conference agenda. You select the topic and presenters. So bring along your ideas and get ready to make a name for yourself.
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11.45am | Case study: Leveraging the call centre for marketing purposes
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Customer acquisition and retention in the call centre
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Using your call centre to monitor and manage customer service
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Your call centre and database integrity
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| Business process improvement
& cost management |
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12.15pm | “Learn Smarter, Perform Better” – A paradigm shift for contact centres
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Improving productivity by reducing time to competence by up to 50%
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Improving first call resolution and enhancing customer connection
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Reducing business risk and improving compliance
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Reducing the need for specialised skills
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Improving agent career opportunities across business lines, thereby reducing attrition rates
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12.45pm | Panel session: Establishing process improvements to improve service, reduce cost and minimise risk
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Leveraging customer data – what are other available uses?
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What are the future contact channels to exploit?
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Meeting the demands of new customers
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| | Ms Mso Gumbi, Head of Customer Service, DHL International (Pty) Ltd
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1pm | Networking lunch
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2pm | Panel session: Driving the quality of conversations in your call centre
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Learning to listen for the right things
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Filtering information to the rest of the organisation
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Getting call centre staff buy-in to changing business needs and
dynamics
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| | Ms Umna Adams, Direct Marketing Officer: Customer Management, AIG South Africa
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2.45pm | Afternoon refreshments and networking
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3.30pm | Strategic overview of the Kenyan and Nigerian call centre
markets
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What is the current status of these markets?
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What are the key market challenges?
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Where are the key opportunities?
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What will these markets look like in 2013?
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| Innovative leadership |
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4pm | Leadership as the cornerstone of success in the contact centre
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Building leadership from the bottom up
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Earmarking potential leaders for growth and development
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Preserving talent in the call centre
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4.15pm | Panel session: Productivity through people-focused leadership
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Approaches to transform the workplace culture
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Focus on people vs. metrics
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Implementing employee engagement that works
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| | Ms Laura Maweni, Call Centre Manager: Reservations, Virgin Atlantic Airways Ltd
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5pm | Chairperson’s closing remarks and end of Contact Centres
conference
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Help Desk & IT Service Management Day, 17 August
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7.30am | Registration and refreshments
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8.30am | Chairperson’s opening remarks
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| The big picture |
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8.45am | Opening keynote: Maintaining an award-winning service
management department
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Capturing the merits and demerits of a service management department
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Incorporating ITIL principles to plan for successful design
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What decides success – technology or people
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| | Mr Malcolm Fry, Author, IT Industry luminary and Author of “Building an ITIL based Service Management Department
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9.15am | Keynote address: Enabling business growth and innovation in a technologically converged world
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Technology convergence impacts on service quality
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Developing a consolidated ICT environment through long-term
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vendor partnerships
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Achieving more with less resources
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9.45am | Keynote address: Building a business-focused helpdesk
support infrastructure
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Why is business service management so important?
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Closing the gaps in service quality
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The merits of a well defi ned structure
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IT’s role in generating business opportunities and growth
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10.15am | Morning refreshments and networking
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| Service & support strategies |
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10.45am | Metrics: tracking pains, gains and goals
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Metrics for IT service management: what are the metrics that matter most?
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How can metrics help in promoting continuous service quality
improvement?
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Where do most organisations fall down in this regard?
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11.15am | Panel session: Exploring self service in the IT service context
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What are the business benefi ts and IT service delivery impacts of self service?
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What do your customers really think about IT support?
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What are potential problems and opportunities?
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12pm | Keynote address: Driving customer satisfaction in a helpdesk environment
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What are the key drivers of satisfaction?
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How do you evaluate what is actually important?
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How do you link this in with other operational metrics
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12.30pm | ITSM and VOICE - Optimizing Your Service Desk
Competition is not diminishing, however, and CEOs continue to place demands on IT to deliver strategic business value as a means of differentiation. Differentiation in a down economy stresses the importance of doing more with less. IT must discover new ways of working to increase efficiencies and contain costs without sacrificing the service it delivers. |
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12.50pm | Networking lunch
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1.45pm | U Turn: Create your own conference agenda
This is your chance to shape the conference agenda. You select the topic and presenters. So bring along your ideas and get ready to make a name for yourself.
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2.15pm | Management panel session: Managing IT assets and
infrastructure
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What are current infrastructure challenges?
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What new structures are required to take your service desk to
the next level?
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Leveraging infrastructure to achieve realistic goals
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| | Moderator: Mr Malcolm Fry, Author, IT Industry luminary and Author of “Building an ITIL based Service Management Department
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2.45pm | Speed networking and afternoon refreshments
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| Technology |
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3.45pm | Mastering the key components of ITIL
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ITIL V3 – beyond a series of best – practice frameworks for solving specific operational needs
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Beyond theory to implementation of ITIL
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Answers to your pressing ITIL questions
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4.15pm | Panel session: Execution for advanced service desks
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Driving customer satisfaction in a helpdesk environment
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Managing the customer experience within IT service
management
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The role of effective service validation and testing
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5pm | Chairperson’s closing remarks and end of Help Desks & IT Service Management day
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Workshop 1, 21 August
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| Talent management: attracting and
retaining your top talent |
Objectives:
The objective of the workshop is to enable leaders to develop strategies to attract, utilise and retain people with the talent and skills their organisations will need in the future. This will enable them to improve productivity and provide superior customer service and to compete more effectively in the war for talent.
Your workshop leader
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8.30am | Registration and refreshments
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9am | Opening and introduction
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9.30am | Building an employee value proposition
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10.15am | Attracting new generation talent
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11am | Morning refreshments and networking
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11.30am | Identifying talent
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12.15pm | Building the talent pipeline
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1pm | Networking lunch
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2pm | The role of leadership in talent retention
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2.45pm | Connectivity – how to mobilise talent
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Modern organisations are built around connectivity
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Connecting employees internally, externally: an essential characteristic
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3.30pm | Afternoon refreshments & networking
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4pm | Talent retention
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5pm | End of workshop
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Workshop 2, 21 August
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| ITIL and the role of the Service Desk |
Objectives:
During the hype that has surrounded ITIL, the critical role that the service desk contributes towards ITIL has been forgotten or overlooked giving the impression that the service desk is a peripheral activity in ITIL. This is wrong.
The service desk is a key linchpin of any ITIL initiative. In this workshop we will examine the service desk role in ITIL in detail looking at what and where the service desk can contribute to a successful adoption of ITIL.
Your workshop leader
A recognised IT industry luminary with over 40 years experience in Information Technology, Malcolm brings an unparalleled breadth of knowledge and experience in IT business and technical issues.
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8.30am | Registration and refreshments
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9am | A review of the changing role of the service
desk over the last few years
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How we went from help desk to service desk
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Why we went from help desk to service desk
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Sharing our personal support experiences
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10.30am | Morning refreshments and networking
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11am | Customer is just a word unless you make the
commitment
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An overview of ITIL and its objectives
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The benefits of best practices
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Deming the pathfinder
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Process and function categories
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A review of the 30 ITIL processes and functions explaining how they relate to the service desk
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12.30pm | Networking lunch
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1pm | Questions & Answers
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1.30pm | A review of the 30 ITIL processes and
functions explaining how they relate to the
service desk (continued from before lunch)
Categorising the ITIL processes
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3pm | Afternoon refreshments & networking
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3.30pm | Building a plan to ensure that the service
desk is fully integrated into ITIL
Presenting your plan
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5pm | End of workshop
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Terry Meyer
