The Contact Centres World Africa Conference - Speaker list

The Customer Show is the only CRM event in the Middle East

Contact Centres World Africa is the only event that brings together the African and global call centre industry with its suppliers, all eager to ensure profitable returns. This is where solution providers find new business, generate business leads and network with key industry players.

Ms Deborah Aspoas

Head: Contact Centre Systems

Cell C

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Day One Tuesday, 23rd of August 2011, 12.30

Customer experience and how to measure it

Mr Allen Baranov

Security Analyst

SAB Ltd

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Day Two Wednesday, 24th of August 2011, 16.00

Privacy of information in the context of your contact centre

Mr Larry Borowitz

Head of Quality Management : The Service Lab

Discovery Health Services

Larry was born and raised in Johannesburg and matriculated at King David High School, Linksfield. He holds BCom and BSc (Hons) degrees in Information Systems. Larry has been employed by Discovery Health since 2003, where he is currently Head of Quality Management and...

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Day One Tuesday, 23rd of August 2011, 15.40

Leveraging innovation to drive customer service and reduce operational costs

Mr Scott Corry

Business Unit Manager

Jabra South Africa

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Day One Tuesday, 23rd of August 2011, 15.20

Unified Communication (UC) – bringing simple collaboration to the contact centre

Mr Moses Emodu

Customer Service Manager

NSSF Uganda

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Day Two Wednesday, 24th of August 2011, 11.50

Panel discussion: Customer management – the key to organic growth for businesses in the 21st century

Ms. Reinette Engelbrecht

Contact Centre Manager

ER24

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Day Two Wednesday, 24th of August 2011, 14.40

Strategies for successfully running a multi-channel contact centre

Mr Kyle Fredericks

Client Relations Manager

Liquid Capital Group

Kyle Fredericks is a young up and comer in the world of contact centers and CRM. He completed his honors degree in PR & Communications at Wits University and went on to work in PR and CRM for Various motoring brands. He is now at Liquid Capital a Financial Services...

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Day Two Wednesday, 24th of August 2011, 10.10

Panel discussion: People management: the key ingredient to successful service management

Day Two Wednesday, 24th of August 2011, 11.50

Panel discussion: Customer management – the key to organic growth for businesses in the 21st century

Ms Firdous Jacobs

GE: Contact Centres

SARS

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Day One Tuesday, 23rd of August 2011, 09.10

Panel discussion: World class excellence – the key to business success

Mr Nolan John

Managing Executive

The Absa Contact Centres

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Day One Tuesday, 23rd of August 2011, 09.10

Panel discussion: World class excellence – the key to business success

Day Two Wednesday, 24th of August 2011, 09.40

Keynote address: Leading your people to fuel success and growth in your contact centre

Mr Steven Jowell

CEO

Summer Mobile

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Day One Tuesday, 23rd of August 2011, 15.00

Case study: Enhancing customer experience in the contact centre through better customer interactions

Mr Matthew Kaplan

Senior Operations Manager

Internet Solutions

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Day One Tuesday, 23rd of August 2011, 16.40

Moving from operational efficiency to business effectiveness through technology

Ms Bulelwa Koyana

CEO and Founding Member

BPeSA National

Day One Tuesday, 23rd of August 2011, 10.20

Keynote address: South Africa’s value proposition – how to grow your contact centre

Ms Louretta Louw

Head of Client Sevices

Old Mutual

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Day One Tuesday, 23rd of August 2011, 11.30

Panel discussion: Encouraging customer loyalty through your call centre service delivery

Day One Tuesday, 23rd of August 2011, 12.10

Customer management – the key to organic growth for businesses in the 21st century

Ms Clara Masinde

Customer Care Manager

CFC Stanic Bank

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Day Two Wednesday, 24th of August 2011, 11.50

Panel discussion: Customer management – the key to organic growth for businesses in the 21st century

Day Two Wednesday, 24th of August 2011, 17.10

Benchmarking service excellence in customer service centres

Mr Alistair Niederer

CEO of the UK and South Africa for Teleperformance

x

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Day Two Wednesday, 24th of August 2011, 11.30

How to get the best results from your people: getting it right, right from the start

Day Two Wednesday, 24th of August 2011, 14.00

Panel discussion: Understanding how performance and business processes impact your business

Mr Brownell O'Connor

Private Consultant

The CC Doctor

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Mrs Gilda Odera

Chief Executive Officer

Skyweb Evans Company Limited

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Day One Tuesday, 23rd of August 2011, 09.10

Panel discussion: World class excellence – the key to business success

Mr Larry O'Sullivan

Relationship Manager

Rand Merchant Bank

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Day Two Wednesday, 24th of August 2011, 10.10

Panel discussion: People management: the key ingredient to successful service management

Day Two Wednesday, 24th of August 2011, 14.00

Panel discussion: Understanding how performance and business processes impact your business

Mr Ayo Oyedepo

Head - Contact Centre, Customer Care Management

Oceanic Bank International Plc

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Day One Tuesday, 23rd of August 2011, 09.50

Keynote address: Enabling BPO growth in Africa

Day One Tuesday, 23rd of August 2011, 11.30

Panel discussion: Encouraging customer loyalty through your call centre service delivery

Mr William Price

eBusiness Manager

South African Tourism

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Day One Tuesday, 23rd of August 2011, 11.30

Panel discussion: Encouraging customer loyalty through your call centre service delivery

Day Two Wednesday, 24th of August 2011, 11.50

Panel discussion: Customer management – the key to organic growth for businesses in the 21st century

Mr Morne Serfontein

Head – Operational Support Services

Standard Bank

After completing his Post Graduate Psychology studies in France at the Université de Stendhal in Grenoble, Morné joined one of South Africas leading financial institutions as part of a project team launching e-accessibility across the country. In 2007, Morné joined...

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