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AGENDA

People Stream Day 1 – 28th August 2017

7:30 – 8:30

Registration


8:30 – 9:15

Lulu De Beer, Legitimate Leadership
Leading Employees from taking to giving in the call centre

Every employer struggles with the issue of employee engagement, and more so within the intense call centre environment. Legitimate Leadership addresses: How to get employees to come to work every day and put in their best effort? How to keep employee turnover down? Leaders with legitimacy, in an organization where leaders and employees trust each other, will gain employees who contribute willingly and accept accountability for delivering their best results.


9:15 – 10:00

Candice Roberts, Callforce
The importance of effective motivation and remuneration strategies to achieve optimal contact centre performance.

South Africa is known as a quality destination for BPO operations, but where are contact centre salaries positioned in relation to this promise of quality service delivery? Join us to explore the important link between effective attraction, motivation and remuneration strategies AND achieving quality client interactions that lead to optimal contact centre performance.


10:00 -10:30

Tea


10:30 – 11:15

Margie Middleton, Margie Middleton & Associates
Smart Planning to Enable Committed Customer Champions!

Rules are needed to provide a framework and structure to activity.  If these rules are poorly designed and managed they become over-controlling and suppress any individual thought and creativity.  This results in the employee disengaging and becoming an obstruction to customer service rather than a facilitator that helps customers.  So how do we design and implement structure in a way that doesn’t become overbearing and oppressive? How do we ensure that our need to control doesn’t undermine the potential for enthusiasm and customer engagement that we all know is central to meeting customer needs?


11:15 – 12:00

Zuleiga Majiet, Omni
Offshoring in South Africa is beyond the vision and presumptions of economics

South Africa has fast become the destination of choice when it comes to offshoring and the tainted first thought that comes to mind for South Africans is that labour hire/acquisition is cheap. The consideration that offshoring has economic benefits for SA (and the client) is fair; however what opinions and presumptions are linked to South Africa that attracts foreign investment into the Contact Centre Industry? What is the unique and dynamic contribution of South African role-players relative to international campaigns?


12:00 – 13:00

Lunch


13:00 – 13:45

Chantal Botha, BrandLove Customer Experience
How to cultivate brand warriors with purpose, and by design they will deliver exceptional customer experiences

In this presentation we will explore the trends that are shaping the world of work and affecting the levels of engagement of service professionals. We will look at the essential skills that both leaders and service professionals will need to make your brand desired in future. We will explore the various parts of the customer experience eco system that needs to function in harmony in order to deliver a remarkable customer experience for customers and create a purposeful mission for brand warriors. We will explore design thinking and in specific, real-time customer experience design and the potential it has for making your customer’s experience delight at every interaction with your brand. This presentation will provide you with insights and perspectives on increasing purpose, passion and as a result increase overall organizational performance for your brand.


13:45 – 14:30

Gavin Atkinson, WNS
Can Harry Potter help you become a better leader?

Using the lessons from Harry Potter and you will be surprised that there are many, how can we become better leaders within our contact centres. Not only was he a magical wizard, but alongside the other characters there are leadership and life lessons that will impact how we as call centres experts interact with our colleagues and reports on a daily basis. This presentation will ensure that us muggles can become more magical and ensure we grow and develop talented teams.


14:30 – 15:15

Gary Wilmot, Hi5
Companies want InFORmation but who is it FOR?

There is a growing trend for more and better ‘People Data & Info’ to help companies with talent management. However, too often organisations go about this the wrong way. We’ll share some of the right ways for how organizations can doing this better.


15:15 – 15:30

Wrap up


Process & Technology Day 1 – 28th August 2017

7:30 – 8:30

Registration


8:30 – 9:15

Alan Tait, Advance Call
ISO 18295 – Part 1 – certifying to the new standard for customer contact centres

Advance Call will demonstrate what the practical applications of the new ISO 18295 – Part 1 – Requirements for Customer Contact Centres) standard entails and how it was implemented throughout the business


9:15 – 10:00

Yarron Assabi, Digital Solutions Group
“The integrated customer experience”

Today, a customer’s feedback is so much more impactful on a brand than it was even 10 years ago, with the advent of the internet and, in particular, social media. It’s for this reason that customer experience – or CX as it is affectionately becoming known – should be a foundation pillar of any business, as customer-centric businesses that can evolve, despite a continually changing customer interaction environment, will achieve long-term success.


10:00 -10:30

Tea


10:30 – 11:15

Boitshepo Gaitate, Genesis
Optimising contact centre performance using behavioural economics

Behavioural economics, which studies human decision-making behaviour, proves to be a powerful tool in optimising contact centre performance. Behavioural economics has been used successfully in the contact centre environment to address a range of customer challenges and behaviours across a range of industries. In particular, behavioural economics can be leveraged in the contact centre to increase sales, improve retentions and influence channel-usage.


11:15 – 12:00

Wynand Smit, INOVO
Practical Ways to Optimise Contact Centre CX

As the face, voice, and personality of a business, the contact centre lies at the heart of a positive customer experience. Join Wynand Smit, CEO of contact centre solutions provider INOVO, as he discusses how to identify the biggest opportunities for improvement and the practical steps required to achieve customer experience excellence.


12:0 – 13:00

Lunch


13:00– 13:45

Minesh Parbhoo,Ocular Technologies
Reimagine Customer Service

Today’s customers expect to engage with your company using any device on any channel, at any time. Their journeys often touch several departments within the business – from Marketing and Sales to Billing and Support – and at every point they expect you to know who they are, understand their prior interactions and enable seamless service.


13:45 – 14:30

Sudhir Juggernath, Orange
Except when you don’t. Because, sometimes, you won’t. And will you succeed? Yes! You will, indeed! The 3 E’s of CX

Strategic priorities that are set to embrace new trends and behaviours of CX


14:30 – 15:15

Kobus van der Westhuizen, Genii Analytics
Artificial Intelligence – Real Results

AI and machine learning is nothing new, but applying AI to solve business challenges with a clear ROI, is quite unique in the customer services arena.  With our customer service demand prediction model we predict which customer are going to contact you, for what reasons and when. Genii AI provide simple, yet effective models that will support improvements in your contact centres and business.


15:15 – 15:30

Wrap up


CCMG Conference Day 2 – 29th August 2017

7:30 – 8:30

Registration


8:30 – 9:15

Janine Letizia, Quest
Enabling Business though Talent – The Age of the Multipotentialite

Do we value and support the people element…do we highlight the human touch, and develop the skills that will ensure relevancy in the future, to retain or create jobs? “The places you’ll go” within your career, will require a bit of thing 1 and a dash of thing 2….A couple of hats for a unique group of cats. As leaders you must avoid putting the fox in a box… instead you could give him some jolly bright socks. The future world of work will require people that can solve complex problems and view challenges as adventures. These Multi-talented beings have a variety of interests and skills. Recognise and encourage “game design” thinkers. This is the recipe required by businesses in order to serve a meal as magnificent as “Green Eggs and Ham” at the 4th Industrial Revolution table. Your contact centre is no different…


9:15 – 10:00

Sarina De Beer, Ask Afrika
Unpacking the latest Customer Service Trends and Industry Diagnostics

Brand reputation relies heavily on exemplary service delivery and getting this right rests on having a deep understanding of what customers want out of an interaction with employees.  Trust and loyalty levels are diminishing globally and consumers no-longer want to be put in boxes, treated generically or given false promises. Authenticity, individualism and professionalism are vital for great service delivery.


10:00–10:45

Ivor Blumenthal, ArkKonsult
Positioning your Professional Body as the acceptable voice for Self Governance


10:45– 11:15

Tea


11:15- 12:00

Alison Godenier, Onion Diversity Solutions
Gen Blending

Key to success in a 21st Century organisation is understanding and embracing the unique gifts of four generations, to blend said gifts and ultimately to make Magic.   Gen Y and Z catapult the need for blending more than ever before due to their innate genre of consciousness that is both mind blowing and mind numbing.  What is this consciousness and how do we blend to make magic?


12:00– 12:45

Craig Steward, Merchants/ Dimension Data
Digital crisis or redemption – the uncomfortable truth

A look at the 2017 Global Customer Experience Report, including contact centre, digital, back office and physical operations, providing the latest best practice CX or customer experience approaches from across the globe


12:45– 14:00

Nour Ayyoub & Rod Jones, Zailab
Rethink your outlook and approach towards contact centre industry.

Join us in an amazing conversation around changing and shifting the way we currently do things to how we should be doing things. We will look at “Rethinking” and how we can implementing innovative thinking in our everyday operations.


14:00-14:45

Luvendra Naidu & Tendai Khumalo, Qunu


14:45-15:30

Networking and Cocktails


Venue

See you at the Pivot, Montecasino for a line-up of thought provoking, mind expanding presenters, who will take you to the next level of Contact Centre knowledge.

The Pivot, 1 Montecasino Blvd, Fourways, 2021

ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za