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Agenda

Join subject matter experts for an informative session followed by a facilitated discussion group where you get to ask questions or debate with the panel about the information shared

09:00

Introduction and Welcome

Being a Designated Professional in Contact Centres


09:00 – Sharon Haigh (10 Min)

SESSION 1

Artificial Intelligence

What has it done for the industry during Covid and how is it going to support the industry going forward


09:10Karl Reed, Pivotal Analytics

09:20Peter Venn, Develop Life – How can we achieve operational information ‘twitch-speed’ using AI, in a way that supports our people and engages with all learning styles?

09:30Rita Govender, Discover – Adopting an AI framework for Non-Traditional People Development Intervention 

09:40 – Panel Discussion with Margie Middleton, Tanya Phillips

10:20 – Designation with SDL – Sharon Haigh

SESSION 2

Bringing BPO to South Africa

What we should know about attracting Global Brands


10:30Joel Walker, The Knowledge Group – The 4 Cs model when looking for partners

10:40Yousuf Karodia, SURGO – Bringing BPO to South Africa

10:50 – Craig Shalekoff, Digital Tribe – Developing and implementing major transformation projects and efforts involving large international BPO organisations. 

11:00 – Panel Discussion with Lauren Potgieter, Tanya Phillips

SESSION 3

Coaching

Different types of disciplines of Coaching and their benefits


11:40Gail Mervis

11:50Yolande Moodley – Coaching in support of our people

12:00Navlika Ratangee – Improving Mental Health in the Workplace

12:10 – Panel Discussion with Margie Middleton, Patrick Hutchinson, Tanya Phillips

12:50 – Wrap and close.

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