fbpx

Gateway Hotel, Durban, Wednesday 15 November 2017

AGENDA

7:30 – 8:30 Registration

8:30 – 9:15
Enabling Business though Talent – The Age of the Multipotentialite
Janine Letizia
Quest

9:15 – 10:00
Gen Blending
Alison Godenir
Onion  

10:00 -10:30 Tea

10:30 – 11:15
Unpacking the latest Customer Service Trends and Industry Diagnostics
Sarina de Beer
Ask Afrika  

11:15 – 12:00
Positioning your Professional Body as the acceptable voice for Self-Governance
Dr. Ivor Blumenthal
ArkKonsult

12:00 – 13:00 Lunch

13:00 – 13:45
The importance of effective motivation and remuneration strategies to achieve optimal contact centre performance.
Callforce  

13:45 – 14:30
The Global Employee Engagement Crisis
Richard Nefdt
Reality Check Strategies

14:30 – 15:00 Tea

 15:00 – 15:45
Are we really listening to our customers?
Corey Springett
ATIO Interactive  

15:45 – 16:30
Knowing me is knowing how
Michael Goliath
Primeserv Corporate Solutions  

16:30 – 17:15
Critical Thinking
Dr. Wynand Goosen
SkillzBook

16:30 – 17:30 Networking & Cocktails

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