• Building a business-focused helpdesk support infrastructure
• Maintaining an award-winning service management department
• Enabling business growth and innovation in a technologically converged world
• Metrics: tracking pains, gains and goals
• Panel discussion: exploring self service in the IT service context
• Driving customer satisfaction in a helpdesk environment
• In/Out Sourcing – what’s the strategy under new market dynamics 
• Chief Technology Officers Panel Discussion: managing IT assets and infrastructure
• Panel discussion: execution for advanced service desks
• Mastering the key components of ITIL 
• Case study: the help desk and social networking

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» Looking for an event taking place sooner or in a different part of the world?

 

A glimpse at the Contact Centres World Africa themes:

18 & 19 August

• 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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» Reserve your seat now

Customer Management World day will bring you topics on:

20 August

• Tracking the future key differentiators in the new market economy
• Exploring and capturing the behaviours and attributes of generation Y
• Listen, innovate and change
• Using alignment strategies to retain and maintain customer relationships
• Strategies for survival in a downturn economy 
• Marketing through a recession – how to come out on top
• Identifying and eliminating root causes of customer disengagement
• Tools and technology in the call centre to enhance the customer and agent experience
• Automating the customer experience
• Tools for tracking customer complaints 

co-located with 17 August   20 August   event sponsors Platinum sponsor:         Gold sponsor:       Premier Help Desk & IT Service Management sponsor:       Session sponsor:       Associate sponsor:   Business Zone partners:         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 helpdesk sector, then this is the event you need to be at!     Target your market! For details contact Debbie Tagg call for papers We are busy putting together the agenda for Help Desk & IT Service Management World Africa 2009. If you would like to participate as a speaker and present a paper please contact Lauren Dansky – Conference Manager on +27 (0) 11 516 4026 or email     Target your market! For details contact Patrick on +27 (0) 11 516 4070 or email