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3rd Annual Call-Centre Conference

Two-Day Conference
Wednesday, 18th – Thursday, 19th of February 2009
The Birchwood Executive Hotel & Conference Centre

The SA Call Centre Industry is thriving, having seen a healthy growth rate in recent years and is set to further boost the local economy and contribute to the growth and development of the country as a whole. In fact, South Africa is fast becoming a preferred Call Centre outsourcing destination for many foreign markets – currently making this industry one of the fastest growing sectors in South Africa.

So, what makes a Call Centre business successful? How do you manage operations in a challenging economic climate? How do you motivate and retain your call centre staff? Is the Call Centre industry safe from the global financial crisis? How do you reduce costs while assuring consistent quality?

With the current economic conditions and today’s ever-changing call centre environment, you need to keep improving your organisation and its processes. Given the cost of sophisticated technology, clients are increasingly looking to maximise their return on investment. Achieving a successful and profitable call centre takes more than just an agent at a desk with a telephone and a script. It is a holistic approach to the people, systems and processes that are used in the call centre environment to achieve an integrated approach.

Kick start your New Year with this two-day conference that will provide you with new ideas and the opportunity to gain practical advice on how to manage operations in these turbulent times, engage motivate and retain your call centre employees while achieving a holistic approach in your call centre environment. Discover the secrets that can make your Call Centre successful!

Some of the speakers and their topics include:
International Keynote address: Creating an   intelligent contact centre through customer feedback   management
  Dave Paulding, Regional Sales Director, UK & Africa,   Interactive Intelligence
SA Call Centre industry must cash in on global financial   crisis
  Sandile Gwala Director and Specialist in Business   Process Outsourcing (BPO), Deloitte
Retaining Talent in the Call Centre Environment
  Francois Venter, HR Executive, ABSA.
The 10 commandments to client service excellence
  Larry O’ Sullivan, Relationship Manager, Rand   Merchant Bank Private Bank
Diffuse potential conflict: Turn questions and   objections into positive responses
  Janine Lazarus, well-known TV Personality
Implementing e-Learning in the Call Centre   Environment
  Vinolia Singh, Learning Technology Manager,   Discovery
Building a creative class in Limpopo
  Reuben Rammbuda, Programme Manager: Limpopo   Living Lab, Office of the Premier
You may be a Manager but are you Managing?
  Dr Joel Shapiro, Circle and Square Management
The Challenge of Running a Multi-Lingual,
  Multi-Disciplinary Professional Call Centre

  Moira Marshall, National Support Centre Manager,   ICAS
  Annemarie Lombard, Registered Occupational   Therapist,   Sensory Intelligence™ Consulting

Watch this space for more speakers…

Who will benefit from this seminar?

This conference is aimed at:

– Call Centre Managers

– Supervisors/ Team Leaders

– Executives

– HR Managers and anyone else who is involved in the   Call Centre Department of his/her organisation

Date and Venue
Keep your diary open for these dates:
Wednesday, 18th – Thursday, 19th of February 2009
The Birchwood Executive Hotel and Conference Centre, Johannesburg

Conference registration fee: R8250.00 (incl. VAT)
The above registration fees include VAT, lunch and refreshments, parking and conference material.

– Register 4 delegates and the 5th delegate attends   FREE of charge
– NGOs, Academia and small businesses get 50%   discount (Please note that NGOs/Academia/ Small   businesses do not qualify for the additional discounts)

To avoid disappointment, book your seat NOW! Please contact Neliswa Duma on the details alongside.

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