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Call Centre Seminar

Delivering exceptional, competitive customer experiences in the digital age

EARLY BIRD RATE – REGISTER AND PAY BY 22 DECEMBER 2017 (15% OFF)

INFORMATION

15 February 2018
Johannesburg


Call centres require a significant investment in technology and people. A call centre is a strategic touch point in the customer journey and as a rapidly growing industry in South Africa, is transforming rapidly where new technologies require agents and managers with new skills to thrive (while also presenting a range of management challenges). Call centre jobs are one of the toughest jobs in the world of business because of the challenging environment for its employees. Call centre managers have to constantly work towards improving productivity, retaining customers, generating revenue and providing outstanding customer experience. What is clear is that the customer experience is the last source of sustainable differentiation and the only way for the call centre to rise to this challenge while becoming a money-making machine, is by focusing on their people skills to create these exceptional customer experiences.

The Call Centre Seminar seeks to address key issues within the call centre industry, analyse industry trends and explore strategies in which call centres can transform into world-class levels. We will also explore how to effectively manage and coach your call centre agents to retain top talent.

Who should attend?

  • Call centre managers
  • Supervisors and team managers
  • Customer service directors and managers
  • CRM managers
  • Communication directors and managers
  • Marketing directors and managers
  • Sales directors and managers
  • Customer service directors and managers
  • HR personnel
  • Workforce managers
  • Operations managers

Why you should attend?

  • Discuss the latest trends for contact centre industry as far as customer experience and customer engagement is concerned - discover ways to develop and transform your call centre into a world-class next-generation contact centre.
  • Gearing and driving transformational strategies to future proof your organisation in the digital age
  • Transform your call centre employees from mere “agents” to “legends.”
  • Discover best practices for engaging, motivating and retaining your call centre agents.
  • Learn cutting edge quality management techniques to leverage data and add value to the organisation
  • Network and build relationships – hear the challenges that others are facing
  • Discover ways to make your call centres profitable

For more information about the Seminar, please contact Debbie Atwell on debbie@knowres.co.za or +27 83 651 1664 .

CONFERENCE PROGRAMME

ONE DAY SEMINAR • 15 FEBRUARY 2018

07:30–08:30

REGISTRATION | Meet and greet conference attendees, presenters and Knowledge Resources Registration Staff


08:45–09:30

Workforce 2030 : How AI is disrupting the contact Centre

Lize Moldenhauer, Managing Director, Omni HR Consulting


09:30–10:15

How smart is your call centre? Leveraging data and deploying analytics

Tanya Phillips, Chief Operating Officer, Genii Analytics

10:15–11:00

Next-generation customer experience through an omni-channel contact centre: developing true omni-channel capabilities

Mushfiq Hopkins, Contact Centre Futurist, Zailab


11:00 – 11:30 Morning Break | Enjoy coffee/tea and snacks and connect with leaders from across the industry

11:30 – 12:15

Building profitable customer interaction and high impact telemarketing – effective outbound telemarketing strategies in the age of digital and social marketing

Fokion Natsis,
Chief Sales and Strategy Officer, Zailab

12:15 - 13:00

Utilising quality management and customer feedback systems to drive operational excellence and continues improvement – A Virgin Active Contact Centre case study

Joseph Motswai, Head: Contact Centre, Virgin Active


13:00 - 14:00 LUNCH | Engage in meaningful, learning conversations while enjoying a delicious meal

14:00 – 14:45

Top talent in call centres: identifying, recruiting, developing and retaining candidates for the digitised call centre of today and tomorrow

Iemraan Kara,
Head Sales: Contact Centre, Standard Bank


14:45 - 15:00

Afternoon Break | Quick leg stretch and coffee break


15:00 - 15:30

Case study: Rising to the challenge of youth unemployment – hiring candidates into entry level contact centre jobs

Thandiwe Zata, 
Call Centre Operations Manager, Harambee Youth Employment Accelerator

15:30 - 16:15

Why your contact centre is costing more than it should and how to fix this!

Hilario Fiandeiro, Founder, ContactCentreSmart


16:15 Wrap up

SPEAKERS

Joseph Motswai, Head: Contact Centre, Virgin Active
Joseph is currently the head of contact centres for Virgin Active SA (Inbound and outbound). His portfolio includes customer services, sales & retentions and collections. He has been in the contact centre industry for approximately 20 years with key strengths in people management, operations Management, call centre management, sales, leadership, project management and strategic change and transformation. He has a solid track record at some of SA’s top contact centres including, MTN, Nashua, Cell C (Team Leader), Vodacom (Call Centre Manager), Standard Bank (Senior Manager: Card Call Centre) and ABSA (Head of Operations: Small Business Banking). Joseph has a Bachelor of Commerce Degree in Management from UNISA and has completed two management development programs with GIBS. He has been accredited on Targeted Selection Recruitment Systems and Six-Sigma Business Improvement Methodologies. He has championed implemented a number of very successful six-sigma projects.
Lize Moldenhauer, Managing Director, Omni HR Consulting
Lize is currently the Managing Director for Omni HR Consulting; an organisation which was formed in 2009. With over 20 years’ experience in the field of learning and development , 15 of those years are attributed to implementation of development solutions (in particular Learnerships) within the Contact Centre and BPO space. Involved in industry bodies such as (then) Calling the Cape, BPeSA and the CCMG allows Lize the opportunity to stay abreast of the developments within the landscape as well as assist in shaping this booming industry from a human capital perspective. Lize was also part of the BPO and skills task team that was required to develop a long term strategy to address and identify skills development needs for the BPO sector which would be used by CallingtheCape (BPeSA) and PGWC (Provincial Government Western Cape) as the sector skills plan.
Mushfiq Hopkins Contact Centre Futurist, Zailab
Mushfiq has gathered knowledge over a span of 17 years across different spheres of the South African contact centre market. He is well balanced with a Degree in Marketing as well as various contact centre management accreditations. He is one of only 2 people in South Africa with a Call Centre Executive accreditation at the CCMG. Hence, one can be assured that when he dispenses advice in aspects of operational efficiency and thought leadership, it holds valued international accreditation. He is on the advisor board for the Contact Centre Management Group (CCMG).
Tanya Phillips Chief Operating Officer, Genii Analytics
Today, as COO of Genii Analytics, a Customer Service Analytics and Solutions Company, Tanya is responsible for all operations and delivery within the company. Tanya Phillips is an accomplished and enthusiastic leader within the Call Centre Industry. Tanya is an active participant in various industry efforts and organisations and has won numerous related local and international awards, both individually as part of the teams and she has represented As Operations Director for some of the leading Outsource Providers in South Africa she has developed comprehensive experience, including multisite management, inbound and outbound operations and in-sourced, outsourced and co-sourced solutions. Her experience extends to project management and implementation of new contact centres as well as improving existing contact centre operations in both an operational and strategic management role, both locally and abroad. In a more recent role - Vice President: Customer Experience and Managing Executive: Shared Services, Tanya focussed extensively on building robust analytical frameworks that transform quality data into meaningful insights that motivate and drive operational and organisational change. Tanya Phillips holds a MBA, formal qualification in HR Management and has certification in COPC: High Performance Management Techniques and COPC: Quality Playbook with honours.
Thandiwe Zata, Contact Centre Operations Manager, Harambee Youth Employment Accelerator
Thandiwe is currently the Contact Centre Manager responsible for managing candidate sourcing and servicing through the various channels and ensuring that the candidates receive the best customer experience. She is also part of the project team responsible for the contact centre project revamp, technology deployment, as well as setting up of new lines of support from an operational level. Her role involves coaching, developing and mentoring young people within the contact centre to drive excellent performance efficiencies and meeting demand requirement. Prior to Harambee she worked within the Call Centre and BPO space, working with large international companies, managing client expectations and creating innovative ideas to drive outstanding performance and ensuring great customer experience for their customers.
Fokion Natsis, Chief Sales and Strategy Officer, Zailab
Fokion leads the global strategy for Zailab. He was instrumental in formulating the global expansion strategy with the initial launch in the US, UK, Ireland and Belgium. He also led the commercial launch of Zailab in SA as well as positioning the correct global go-to market costing for international markets. He has more than 22 years’ experience and practical, in-depth experience within the telecommunications industry. He is an experienced individual with overall knowledge of Contact Centre technologies, deep understanding of business processes related to customer engagement strategies and has a very good business acumen. Prior to Zailab, Fokion worked with companies such as Genesys (Country Manager) Alcatel Altech Telecoms, Spescom, Unisys Africa, IBM and Comverse Network Systems. His experience includes overseeing the deployment of hosted contact centre operations for organisations with as many as 1 000 users. He has an MBA and Management Advancement Program from the University of the Witwatersrand.
Joseph Motswai, Head: Contact Centre, Virgin Active
Joseph is currently the head of contact centres for Virgin Active SA (Inbound and outbound). His portfolio includes managing multidisciplinary teams made up of customer services (inbound, email and administration), sales & retentions, quality management , collections (inbound and outbound) and coaching and training and development. Some great achievements recently have included improving service levels from 50% in 2014 to 90% in 2017 as well as growing annual revenue by 85% from R103m to R190m in 2017! They also built new premises and moved the call centre with no loss of staff or impact on operations or performance! He has been in the contact centre industry for approximately 20 years with key strengths in people management, operations management, call centre management, sales, leadership, project management and strategic change and transformation. He has a solid track record at some of SA’s top contact centres including, MTN, Nashua, Cell C (Team Leader), Vodacom (Call Centre Manager), Standard Bank (Head of Operations: Card Call Centre) and ABSA (Head of Operations: Small Business Banking). Joseph has a Bachelor of Commerce Degree in Management from UNISA and have completed two management development programs with GIBS. He has been accredited on Targeted Selection Recruitment Systems and Six-Sigma Business Improvement Methodologies. He has championed implemented a number of very successful six-sigma projects.
Hilario Fiandeiro, Founder, ContactCentreSmart
Hilario is the founder and owner of ContactCentreSmart, an independent consulting practice, specialising in ‘dismantling frustration and engineering happiness™’ in customer-facing environments. He has more than 17 years’ experience as an operations manager, facilitator and management consultant, across various industries, in the customer experience and contact centre space. As a professional consultant, I focus exclusively on making customer-serving professionals more successful and customer interaction experiences less frustrating and more rewarding. Hilario started his formal work career at Discovery Health in July 1995 as a call centre agent. In the eight formative years at Discovery, he progressed from call centre agent into call centre management, managing people, rosters and incentives. A key highlight at Discovery was co‐receiving the prestigious Star award for Innovation for the development and implementation of the very successful ‘Reach4More’ rewards and recognition program for all Discovery contact centre agents and support staff. Hilario then co‐founded Ascentys Consulting, a specialist contact centre consulting practice in 2003. In his role as a senior consultant at Ascentys, he was instrumental in developing and implementing business cases, decision matrices and performance frameworks that allowed Ascentys’ clients to manage their customer‐facing environments more smartly. He is a founding member of ICCCA (Independent Contact Centre Consultants Association). He completed his degree at the University of the Witwatersrand and his MBA through Heriot-Watt University in Edinburgh, Scotland.
Iemraan Kara, Head Sales: Contact Centre, Standard Bank
Iemraan has headed up the Sales Contact Centre at Standard Bank since 2009. His experience in call centres extends more than 16 years. Prior to Standard Bank he worked at Absa, FNB and Health and Racket Club (Now Virgin Active). Iemraan successfully completed the First Level Regulatory Examination for FSPs (sole props) and Key Individuals in Cat I, II, IIA, III and IV with one attempt. He further completed many industry management and leadership courses including a Call Centre Management certificate at Wits Business School. Iemraan is passionate about everything sales and managed both Sales and Service call centres across multi-media, inbound and outbound channels. He believes that a logical step in his career is to look at influences of social media, non-voice channels as a delivery medium for leads into Sales contact centres. He has a Psychology degree from UWC and a Masters in Philosophy from the University of Johannesburg (MPhil Management specialising in Leadership in Emerging Economies)

Sponsors and Exhibitors

Would you like the opportunity to market your company’s products and services to delegates at this seminar?

For information on sponsorships and exhibitions please contact Barbara Spence barbara@avenue.co.za
   
   
   

REGISTRATION OPTIONS


REGISTRATION FEES
  Price
15 February 2018 Call Centre Seminar
R4 100.00 excl. VAT
(Early Bird special till 22 Dec 2017) you save R615 
R3 485 Excl. VAT excl. VAT

Please note:

  • Payment must be received prior to attendance
  • Registration fees include refreshments, lunch, parking and conference material
SETA grants and accreditation requirements
Many of our delegates enquire about the accreditation of our events. There is a misconception that organisations qualify for SETA grants only for accredited programmes. This is not correct. The payment of SETA grants is regulated by the Government Gazette, no. 9867, Vol. 570, 3 December 2012, no. 35940. These Regulations clearly state that the SETAs “must allocate a mandatory grant to a levy paying employer” that has submitted a WSP and ATR by the regulated date, has provided all the information required in the regulated template, and is up to date with skills levy payments. Furthermore, the template in the Regulations (Section C: Skills Development) allows employers to include ALL planned training in the report; not only accredited programmes.
 
Knowledge Resources is a Level 3 Contributor BBBEE company

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Please note that you will automatically be registered and invoiced for this event.

 

FAX OR MAIL YOUR REGISTRATION

Please download the registration form and return by:

FAX

+2711 706 1127
Attention: Conference Department

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Knowledge Resources, Conference Registration, P O Box 3954, Randburg, 2115, South Africa

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PHONE US

Please call a conference customer care consultant on +2711 706 6009

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SPECIAL OFFERS

  • Register for 3 people and the 4th person attends free of charge!
  • Special discount for registered NPO’s, small businesses (30 or less employees) & full-time lecturers at universities – contact us for more information!

MORE INFORMATION

For more information and to book your seat contact Debbie Atwell on +27 83 651 1664  
debbie@knowres.co.za

REGISTER

To book your seat contact Magdeline Matlatse on +2711 706 6009 
magdeline@knowres.co.za


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