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2009 saw the exciting launch of the dedicated EXPO. Over 300 participants attended, networked and enjoyed intriguing presentations by key industry, and branding, leaders.
Featured speakers included:
- Mr Malcolm Fry, Author,IT Industry luminary
- Mr Richard Brown, Senior IT Service Manager, BBC Worldwide
- Mr Bernard Ntlatleng, Senior Information Security Manager , Transnet
- Ms Lori Kasselman, Executive Head: Capacity Building and Development, Vodacom
- Mr Nigel Pearson, Director of Customer Service & Telesales, The Carphone Warehouse
- Ms Fanti Holtzhausen, Group Manager: National Call Centre, Mutual & Federal Insurance Company Limited
- Ms Lorraine Mutambiranwa, Head of Customer Contact and Workforce Strategy, Discovery Health
- Mr Nolan John, Managing Executive, The Absa Contact Centres
Customer Management World Africa 2010 and Help Desk & IT Service Management 2010 is once again co-located with Contact Centres World Africa 2010
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Conference:
IT Services Day
23 Aug 2010: 08:00 - 17:00
CCW Day 1
24 Aug 2010: 08:00 - 17:00
CCW Day 2
25 Aug 2010: 08:00 - 17:00
Customer Management Day
26 Aug 2010: 08:00 - 17:00
Workshops
Workshop 1 and Workshop 2
27 Aug 2010: 08:00 - 17:00
Exhibition:
24 - 25 Aug 2010
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Event at a glance
Who should attend?
- Banks- Retail & Investment
- Insurance ( Medical & Financial )
- Telecommunications - Mobile, ISPs, Fixed
- Outsourced Call Centres
- Retail, Leisure Travel, Entertainment
- Transport, Courier & Freight Companies
- Government and Municipalities
- Call Centre Software, Hardware & CRM
- Telephony – VoIP, IVR & Disaster Recovery
- Recruitment
- Help Desk, IT Service Management and Consultants
Key experts will talk on the big issues including:
23 August 2010
In the modern 24/7 service world, doing things the old way just doesn’t cut it any longer. This conference day will examine:
- Strategic IT Service management
- Innovative Help desk and ITSM technology
- Maximising performance, minimising downtime
- Managing service level agreements
24 - 25 August 2010
- Top international trends
- Technology showcase – the latest innovations
- The customer – experience, service delivery
- People – making the most out of your resources
- Customer experience- keeping your customers
- Performance – creating high performance call centres
- Process improvement
- Risk management – essential strategies in these times
- Regional opportunities – a look at Africa’s emerging countries
- Industry focused round tables
26 August 2010
CRM is increasingly being seen as a valuable tool not just in helping organisations to win new customers - and keeping them satisfied once they are on board - but also delivering on business goals when times are tough. Customer Management World Africa 2010 - is the CRM event of the year which answers the essential CRM challenges. This conference day will focus on:
- Trends and international outlook
- How are leading companies embracing the 'experience' in customer experience?
- Multi-channel media – moving with the times
- Alignment strategies ensuring world class customer service
- Innovative technology and top company show-case
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We are busy putting together the agenda for Contact Centres World Africa 2010.
If you would like to participate as a speaker and present a paper please contact us.
Lauren Dansky – Conference Manager +27 11 516 4954
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