How to plan a Professional Career
22 May 2013How to plan a Professional Career in the BPO and...read more
Health & Safety in the Contact Centre
Entering the call centre environment can be completely overwhelming – it is a different world. The experience is too fast, too loud, too bright, too condensed, and too stressful. Turnover of staff is increasing due to Companies not knowing what to look for.
What are some of the risks we will be covering?
Contact centres have a unique set of health and safety risks to people who do this kind of work.
- Manual tasks - Contact centres
- Psychosocial hazards - Contact centres
- Occupational stress
- Workplace bullying
- Violence and client aggression in contact centres
- Fatigue - Contact centres
- Visual fatigue
- Vocal fatigue
- Noise - Contact centres
- Sedentary work - Contact centres
How to manage work health and safety risks
- Identifying the hazards
- Assessing the risk
- Controlling the risk
CAPE TOWN
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Date: |
20 June 2013 |
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Registration: |
9:45 |
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Presentation Starts: |
10:00 to 12:00 |
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Address: |
Cape Town SAP Offices,
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Agenda
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10:00 |
Welcome and Update |
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10:15 |
Patrick Carmody |
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12:00 |
Q & A |
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12:30 |
Close/ Departure |
RSVP
Please note: Seating is limited.
We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Speaker
Patrick Carmody
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Patrick Carmody assists Contact Centre’s & Solution Providers in understanding the importance of using a high quality contact centre headset from Plantronics and offers a wide range of products and services - from Mobile / PC / Contact Centre / Unified Communication headsets and Service / Maintenance contracts. Drawing on 11 years experience in Contact Centre’s, Communications and IT, Patrick now focuses mainly on Business Development and User Headset Adoptions programmes. Passionate about Unified Communications in the Contact Centre’s and its possibilities, Patrick provides services that assist Clients with the fundamental requirements for their Contact Centre’s and the Agent that will be using the products. Patrick has assisted some of the largest Contact Centre’s in Southern Africa with providing them with the correct solution within their environment.
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Health & Safety in the Contact Centre
Entering the call centre environment can be completely overwhelming – it is a different world. The experience is too fast, too loud, too bright, too condensed, and too stressful. Turnover of staff is increasing due to Companies not knowing what to look for.
What are some of the risks we will be covering?
Contact centres have a unique set of health and safety risks to people who do this kind of work.
- Manual tasks - Contact centres
- Psychosocial hazards - Contact centres
- Occupational stress
- Workplace bullying
- Violence and client aggression in contact centres
- Fatigue - Contact centres
- Visual fatigue
- Vocal fatigue
- Noise - Contact centres
- Sedentary work - Contact centres
How to manage work health and safety risks
- Identifying the hazards
- Assessing the risk
- Controlling the risk
Gauteng
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Date: |
19 June 2013 |
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Registration: |
9:45 |
|
Presentation Starts: |
10:00 to 12:00 |
|
Address: |
SAP Business Park,
|
Agenda
|
10:00 |
Welcome and Update |
|
10:15 |
Patrick Carmody |
|
12:00 |
Q & A |
|
12:30 |
Close/ Departure |
RSVP
Please note: Seating is limited.
We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Speakers
Patrick Carmody
|
Patrick Carmody assists Contact Centre’s & Solution Providers in understanding the importance of using a high quality contact centre headset from Plantronics and offers a wide range of products and services - from Mobile / PC / Contact Centre / Unified Communication headsets and Service / Maintenance contracts. Drawing on 11 years experience in Contact Centre’s, Communications and IT, Patrick now focuses mainly on Business Development and User Headset Adoptions programmes. Passionate about Unified Communications in the Contact Centre’s and its possibilities, Patrick provides services that assist Clients with the fundamental requirements for their Contact Centre’s and the Agent that will be using the products. Patrick has assisted some of the largest Contact Centre’s in Southern Africa with providing them with the correct solution within their environment.
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|
Health & Safety in the Contact Centre
Entering the call centre environment can be completely overwhelming – it is a different world. The experience is too fast, too loud, too bright, too condensed, and too stressful. Turnover of staff is increasing due to Companies not knowing what to look for.
What are some of the risks we will be covering?
Contact centres have a unique set of health and safety risks to people who do this kind of work.
- Manual tasks - Contact centres
- Psychosocial hazards - Contact centres
- Occupational stress
- Workplace bullying
- Violence and client aggression in contact centres
- Fatigue - Contact centres
- Visual fatigue
- Vocal fatigue
- Noise - Contact centres
- Sedentary work - Contact centres
How to manage work health and safety risks
- Identifying the hazards
- Assessing the risk
- Controlling the risk
KWA ZULU NATAL
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Date: |
12 June 2013 |
|
Registration: |
9:45 |
|
Presentation Starts: |
10:00 to 12:00 |
|
Address: |
SAP Offices
|
Agenda
|
10:00 |
Welcome and Update |
|
10:15 |
Patrick Carmody |
|
12:00 |
Q & A |
|
12:30 |
Close/Departure |
RSVP
Please note: Seating is limited.
We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Speakers
Patrick Carmody
|
Patrick Carmody assists Contact Centre’s & Solution Providers in understanding the importance of using a high quality contact centre headset from Plantronics and offers a wide range of products and services - from Mobile / PC / Contact Centre / Unified Communication headsets and Service / Maintenance contracts. Drawing on 11 years experience in Contact Centre’s, Communications and IT, Patrick now focuses mainly on Business Development and User Headset Adoptions programmes. Passionate about Unified Communications in the Contact Centre’s and its possibilities, Patrick provides services that assist Clients with the fundamental requirements for their Contact Centre’s and the Agent that will be using the products. Patrick has assisted some of the largest Contact Centre’s in Southern Africa with providing them with the correct solution within their environment.
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How to plan a Professional Career in the BPO and Contact Centre Environment.
This presentation takes a look at the traditional Roles & Perceptions of the Call Centre job. Recognising the transient nature of call centre job, should present human resource practitioners with an opportunity to scope career paths for employees working in this industry. At the moment, very few call centres recognise that they operate as the frontline public relation and thus image of the organisation they present. In stead, the call centre is often seen as a “must have” with little or no prospects for career growth – a dead end job.
But, lets not complain. If life hands you lemons, you make lemonade. Call centres can actually operate as natural selection and recruitment grounds for talent in so many ways. For the outbound, marketing call centre this could serve as a training ground for future marketing and sales careers. Call centre experience is also excellent for future management and human resource careers, as working with people, diplomacy and human relations are some of the skills to sharpen in the process.
The future of the Contact Centre and BPO industry also holds it own career opportunities for you. Supervisor and management positions are becoming more important and via the professionalization of the industry, more recognised. The Role of the Professional Body and what it can do for you is also on the increase. In the future you will be able to obtain a professional designation – a title that you can write behind your name. The role of Qualifications in career options are also changing. Opportunities to engage in Continuous Professional Development, (CPD) are also on the increase. You can also use your skills and experience for Recognition of Prior Learning (RPL) and obtain your qualification. The opportunities are plentiful.
What Participants will take away:
- Understanding the possibilities of a call centre career
- The role of qualifications and how to obtain them effectively
- Planning your own career
- The role of RPL
- The role of the professional body
- Designations and their requirements
Gauteng
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Dr Wynand Goosen is currently the CEO of the Infomage Rims group. The group is focused on human development and active in programmes such as New Venture Creation, Contact Centre, Assessor training, SDF training and various skills programmes. The group is responsible for the development of the Corporate Qualifications Framework, a precursor to OFO thinking, that is used in Skills Auditing, RPL and also in Performance Management. In 2011 the development of a Meta Business series aimed at the advancement of human awareness levels, commenced. The Infomage Rims Group has been active in skills development training since 2000 and spear headed several issues such as the development of reciprocal frameworks for the recognition of South African qualifications in the rest of the world; the development of skills auditing and ISO based Quality Management Systems. During 2007 the group filmed their New Venture Creation Learnership for SABC television. Dr Goosen comes from a background of Public and Private training and education. This includes organisations such as The Learning Corporation and the Technikon Witwatersrand where he was director of the business school. He holds a portfolio of qualifications that includes doctorates in Business, Meta Physics and Human Capital. He has board membership with several professional organisations. He has worked as a Corporate Advisor for the establishment of new ventures, as well as Mergers & Acquisitions for stock exchange Listings. Dr Goosen is a well-known conference speaker and has been quoted in newspapers and interviewed for several television programs. |
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ANNUAL CONTACT CENTRE SHOWCASE
16 MAY 2013
SAP CONFERENCE CENTRE
CAPE TOWN
Join other professionals in the auditorium to get a better understanding of what is happening in the Contact Centre Industry and what is available to you to assist in making your Contact Centre a Centre of excellence.
We have put together 6 local and international thought leaders who will be sharing knowledge which will assist you to understand what the trends are locally and internationally. These presentations are packed with case studies to tell you how others have done it ensuring we learn from their experience.
The second activity will be the table top displays where we invite you to stop and chat to the vendors making sure that you get the full benefit of what it is they do by seeing their demo’s and collecting brochures and handing out business cards
The third activity is the cocktail party where you can network in a relaxed environment with everybody in attendance.
The CCMG thank the Sponsors of the ShowCase for their participation
PRIZE! PRIZE! PRIZE! PRIZE! PRIZE! PRIZE! PRIZE!
Participate in the all of the events on the day and fill up your Game Card which can then be redeemed for a mobile headset. Be part of this exciting day and go into a draw to win a variety of prizes sponsored by the CCMG and the sponsors. You have to be there to win.
Sponsorship Opportunities
We have some really exciting opportunities for YOU to showcase YOUR company, YOUR products services, and YOUR vision.........you cannot afford to miss this!
CCMG is dedicated to ensuring that you, the vendors, are kept at the forefront of industry developments. We are on a strong growth curve, with our efforts being recognised by leading stakeholders eager to improve the standards of the industry. The Contact Centre Showcase 2013 is our offering to one of the fastest-growing industries in the world of communication, where South Africa is proving to be a leading force in this exciting development. Join the CCMG in saluting our country´s Contact Centre industry and take advantage of the wealth of knowledge under one roof, at one time......
International and Local Industry Thought Leaders will be giving current, relevant and entertaining presentations; all-day displays and more intimate "breakaway" sessions give stakeholders unique business networking opportunities to mingle with large numbers of appropriate delegate visi-tors; the display arena will allow companies to present products and ser-vices to a captive audience; and the stunning SAP conference facilities will allow for an uninterrupted flow of movement, along with ample and secure parking facilities.
Benefits to you, the Industry Stakeholder, include:
- Networking with other movers and shakers of the Contact Centre industry!
- Showcasing your company and your products to a group of relevant stakeholders - your message will reach the right people
- Information on the latest trends and products from the Contact Centre industry´s local and international Thought leaders
- One-on-one opportunities to develop your business
- A unique opportunity to launch new products
- An unbelievable pre- during, and post- event communications reach, with information sent to the CCMG database of 14 000 not forgetting our monthly newsletter spread. Your company name will have more exposure during the Showcase 2013 than any ad spend budget could stretch to!
To make a real impact, take advantage of our Special Packages, detailed in the brochure. Space is already limited, so don´t delay!
Motivating Call Centre Agents to Enhance Performance
Speaker: Candice Roberts, Managing Director, CallForce
The presentation is based on the results of the Annual Agent Survey undertaken by CallForce and details:
- Agent and Customer Satisfaction
- Understanding Generational Diversity
- Motivation and Recognition
- Management and Leadership
- Training and Development
- Attraction and Retention
- Check List for Agent Retention
Gauteng
| Date: | 24 April 2013 |
| Registration: | 09:45 |
| Presentation Starts: | 10:00 to 12:00 |
| Address: |
SAP Business Park,
|
Agenda
| 10:00 | Welcome and update |
| 10:15 | Presenter: Candice Roberts |
| 12:00 | Q & A |
| 12:30 | Close/Departure |
RSVP
Please note: Seating is limited.
We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Speaker: Santhosh Christopher, General Manager: Business Development, CallForce
10 April 2013 10am
Venue:
SAP Office
Block 3,
100 Armstrong Avenue
La Lucia
Download Map
RSVP
Please note: Seating is limited.
We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Exciting events this month with the launch of the CCMG combined with the Kelly group international benchmarking report:
We are delighted to announce that the CCMG has joined forces with CCW (Contact Centre World) and will be launching this year’s 2013 Awards in March. This year will see us introduce more categories affording more people the opportunity to shine amongst their peers and in our industry and we would be delighted if you could join the judges and encourage participation. The following dates have been secured and will be used to launch the awards:
JOHANNESBURG
19 March (14:00 – 16:30)
SAP Business Park, Building No. 1, Woodmead Drive, Woodmead Office Park
Pommie Lutchman will be presenting in Durban and Christelle Correia will be leading the way in both Cape Town and Johannesburg. The time will be used to explain the general rules, the application process and general hints and tips for any interested participants to follow to maximise their chances of success. We would then like you to share the platform and provide the audience with a brief overview of what worked for you when entering and what some of the benefits have been since winning really using the opportunity to encourage entrants.
Exciting events this month with the launch of the CCMG combined with the Kelly group international benchmarking report:
We are delighted to announce that the CCMG has joined forces with CCW (Contact Centre World) and will be launching this year’s 2013 Awards in March. This year will see us introduce more categories affording more people the opportunity to shine amongst their peers and in our industry and we would be delighted if you could join the judges and encourage participation. The following dates have been secured and will be used to launch the awards:
CAPE TOWN
14 March (10:00 – 10:30)
Cape Town SAP Office, 4 Waterford Place, Century Boulevard, Century City, Cape Town
Pommie Lutchman will be presenting in Durban and Christelle Correia will be leading the way in both Cape Town and Johannesburg. The time will be used to explain the general rules, the application process and general hints and tips for any interested participants to follow to maximise their chances of success. We would then like you to share the platform and provide the audience with a brief overview of what worked for you when entering and what some of the benefits have been since winning really using the opportunity to encourage entrants.
Exciting events this month with the launch of the CCMG combined with the Kelly group international benchmarking report:
We are delighted to announce that the CCMG has joined forces with CCW (Contact Centre World) and will be launching this year’s 2013 Awards in March. This year will see us introduce more categories affording more people the opportunity to shine amongst their peers and in our industry and we would be delighted if you could join the judges and encourage participation. The following dates have been secured and will be used to launch the awards:
DURBAN
13 March (10:00 – 10:30)
SAP Office Block 3, 100 Armstrong Avenue, La Lucia
Pommie Lutchman will be presenting in Durban and Christelle Correia will be leading the way in both Cape Town and Johannesburg. The time will be used to explain the general rules, the application process and general hints and tips for any interested participants to follow to maximise their chances of success. We would then like you to share the platform and provide the audience with a brief overview of what worked for you when entering and what some of the benefits have been since winning really using the opportunity to encourage entrants.
Harnessing the power of social media in the enterprise.
Social Media Enterprise Engagement provides contact centres a way to keep their social interactions in context, identifying and tracking changes in sentiment, in an environment that can leverage your knowledge base and community for informed, consistent responses. By focusing on the customer experience, it provides the ability to answer customer requests and proactively inform social consumers of events, issues, promotions or even changes (ie new service number or email) when they need it through their channel of choice, minimising repetitive requests. Rather than passively listening and monitoring social media, organisations can take action in real–time to requests for information, service and guidance that consumers regularly make in the social sphere. By enabling the contact centre to apply best practices to social customer engagements, Aspect Social can minimise your total interaction costs by providing access to a channel that customers already prefer, that costs up to three (3) times less than traditional channel (voice, email, chat, etc.). With the ability to track agent performance and maintain the context of social interactions, organisations can realise better value from their customers, at a lower cost, without sacrificing customer contact best practices.About Pommie Lutchman
Pommie Lutchman is the CEO of Ocular Technologies, a leading Enterprise Communications company in South Africa, the Group Chief Executive of the Ocular Group of Companies, and the current Chairman of the Contact Centre Management Board (CCMG) Advisory Board.
Previously, Pommie played an in integral role in the Business Development and Integration Services divisions at Siemens Enterprise Networks, and, prior to that, was instrumental in the implementation and management of the MultiChoice Distributed Contact Centre network in the...read moreGauteng
Date: 20th February 2013Registration: 09:45
Presentation Starts: 10:00 – 12:00
Address: SAP Business Park,
Building No. 1, Woodmead Drive
Woodmead Office Park
Agenda:
10:00 Welcome and update by Sharon Haigh10:15 Presenter: Pommie Lutchman
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Harnessing the power of social media in the enterprise.
Social Media Enterprise Engagement provides contact centres a way to keep their social interactions in context, identifying and tracking changes in sentiment, in an environment that can leverage your knowledge base and community for informed, consistent responses. By focusing on the customer experience, it provides the ability to answer customer requests and proactively inform social consumers of events, issues, promotions or even changes (ie new service number or email) when they need it through their channel of choice, minimising repetitive requests. Rather than passively listening and monitoring social media, organisations can take action in real–time to requests for information, service and guidance that consumers regularly make in the social sphere. By enabling the contact centre to apply best practices to social customer engagements, Aspect Social can minimise your total interaction costs by providing access to a channel that customers already prefer, that costs up to three (3) times less than traditional channel (voice, email, chat, etc.). With the ability to track agent performance and maintain the context of social interactions, organisations can realise better value from their customers, at a lower cost, without sacrificing customer contact best practices.About Pommie Lutchman
Pommie Lutchman is the CEO of Ocular Technologies, a leading Enterprise Communications company in South Africa, the Group Chief Executive of the Ocular Group of Companies, and the current Chairman of the Contact Centre Management Board (CCMG) Advisory Board.
Previously, Pommie played an in integral role in the Business Development and Integration Services divisions at Siemens Enterprise Networks, and, prior to that, was instrumental in the implementation and management of the MultiChoice Distributed Contact Centre network in the...read moreKwa-Zulu Natal
Date: 19th February 2013Registration: 09:45
Presentation Starts: 10:00 – 12:00
Address: SAP Office Block 3,
100 Armstrong Avenue
La Lucia
Agenda:
10:00 Welcome and update Sharon Haigh10:15 Presenter: Pommie Lutchman
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Harnessing the power of social media in the enterprise.
Social Media Enterprise Engagement provides contact centres a way to keep their social interactions in context, identifying and tracking changes in sentiment, in an environment that can leverage your knowledge base and community for informed, consistent responses. By focusing on the customer experience, it provides the ability to answer customer requests and proactively inform social consumers of events, issues, promotions or even changes (ie new service number or email) when they need it through their channel of choice, minimising repetitive requests. Rather than passively listening and monitoring social media, organisations can take action in real–time to requests for information, service and guidance that consumers regularly make in the social sphere. By enabling the contact centre to apply best practices to social customer engagements, Aspect Social can minimise your total interaction costs by providing access to a channel that customers already prefer, that costs up to three (3) times less than traditional channel (voice, email, chat, etc.). With the ability to track agent performance and maintain the context of social interactions, organisations can realise better value from their customers, at a lower cost, without sacrificing customer contact best practices.About Pommie Lutchman
Pommie Lutchman is the CEO of Ocular Technologies, a leading Enterprise Communications company in South Africa, the Group Chief Executive of the Ocular Group of Companies, and the current Chairman of the Contact Centre Management Board (CCMG) Advisory Board.
Previously, Pommie played an in integral role in the Business Development and Integration Services divisions at Siemens Enterprise Networks, and, prior to that, was instrumental in the implementation and management of the MultiChoice Distributed Contact Centre network in the...read moreCape Town
Date: 14th February 2013Registration: 09:45
Presentation Starts: 10:00 – 12:00
Address: Cape Town SAP Office
4 Waterford Place
Century Boulevard
Century City, Cape Town
Agenda:
10:00 Welcome and update Sharon Haigh10:15 Presenter: Pommie Lutchman
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
WE ARE PLEASED TO ANNOUNCE THAT OUR ANNUAL CONTACT CENTRE SHOWCASE 2012 IS TAKING PLACE ON 20th and 21st NOVEMBER 2012 AT THE SAP CONFERENCE CENTRE IN JOHANNESBURG
The CCMG are once again producing a spectacular opportunity for all delegates to attend the annual Showcase in Gauteng. We have some really exciting opportunities for YOU find out more about what the vendors have to offer YOUR company, THEIR products services, and YOUR vision.........you cannot afford to miss this!CCMG is dedicated to keeping the delegates, at the forefront of industry developments. We are on a strong growth curve, with our efforts being recognised by leading stakeholders eager to improve the standards of the industry. The Contact Centre Showcase 2012 is our offering to one of the fastest –growing industries in the world of communication, where South Africa is proving to be a leading force in this exciting development. Join the CCMG in saluting our country’s Contact Centre industry and take advantage of the wealth of knowledge under one roof, at one time......
International and Local Industry Thought Leaders will be giving current, relevant and entertaining presentations; allday displays and more intimate ‘breakaway’ sessions give stakeholders unique business networking opportunities to mingle with large numbers of appropriate delegate visitors; the display arena will allow companies to present products and services to you; and the stunning SAP conference facilities will allow for an uninterrupted flow of movement, along with ample and secure parking facilities.
Brochure | Agenda | Booking Form
DATE: 20th and 21st November 2012
COST TO DELEGATES: R 2500.00 PER DELEGATE FOR THE TWO DAYS
Benefits to you, the Industry Delegate, include:
- Networking with other movers and shakers of the Contact Centre industry!
- Information on the latest trends and products from the Contact Centre industry’s local and international Thought leaders
- One-on-one opportunities to meet the presenters
- One year´s membership to the CCMG valued at R2500.00
- The 2 for one loyalty card from the Brazen Head group valued at R2500.00
- Prizes from Plantronics
- Business to Business Speed Dating
About Brandon Nash
Brandon gained valuable experience in the corporate world working for Royal & Sun Alliance (Corporate Health Care) and Euler Hermes Group (Credit Insurance & Management) for 7 years in the UK before returning home in 2004 and joining the Kelly Group. He spent 6 years with PAG in KZN with roles ranging from Engineering Recruitment Specialist through to Regional Manager and then joined Kelly in March 2011 as General Manager for the Western & Eastern Cape, and is now Coastal Regional Manager. TOPIC: Labour Market Policy Review - Nedlac Update 2012
Following negotiations in NEDLAC during 2009 and 2010 on the Department of Labour’s (DOL) various proposals to amend the labour laws, the DOL drafted the Labour Relations Amendment Bill, 2010, the Basic Conditions of Employment Amendment Bill, 2010, the Employment Equity Amendment Bill 2010 as well as the Employment Services Bill, 2010.The DOL thereafter submitted these Bills to Cabinet who requested a Regulatory Impact Assessment (RIA) to be conducted on the proposed Bills. The Employment Promotion programme (EPP) subsequently commissioned a multi-disciplinary team to conduct the RIA.
The completed RIA was submitted to the DOL and the Presidency on 9 September 2010.
Take Home: Understanding what the proposed amendments mean in terms of:
- Risk and mitigation thereof
- Permanent employment
- 6 Month deem period
- Various Bills
Cape Town
Date: 16th November 2012Time: 10:00 – 12:30
Address: Cape Town SAP Offices, 4 Waterford Place, Century Boulevard, Century City, Cape Town. Download Map
Agenda:
10:00 Welcome and update from the CCMG10:15 Presenter: Brandon Nash
12:00 Q & A.
12:30 Close/Departure
Please note: Seating is limited.
We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
About Charley Steadman
Education: BCom (Hons) EconomicsCompany: Kelly
Position: Executive
Charley Steadman has been with Kelly for over 20 years and has held a variety of Operational and Management positions. Since 2001 she has held an Executive position and been involved in every element of the Strategic direction of the business and its response to the changing World of Work, and evolving needs of clients.Charley has a diverse knowledge of the staffing industry. She has worked closely with the specialist team retained to ensure that Kelly is at the forefront of the impact of the proposed amendments under review, and will share some of these with you.
TOPIC: Labour Market Policy Review - Nedlac Update 2012
Following negotiations in NEDLAC during 2009 and 2010 on the Department of Labour’s (DOL) various proposals to amend the labour laws, the DOL drafted the Labour Relations Amendment Bill, 2010, the Basic Conditions of Employment Amendment Bill, 2010, the Employment Equity Amendment Bill 2010 as well as the Employment Services Bill, 2010.
The DOL thereafter submitted these Bills to Cabinet who requested a Regulatory Impact Assessment (RIA) to be conducted on the proposed Bills. The Employment Promotion programme (EPP) subsequently commissioned a multi-disciplinary team to conduct the RIA.
The completed RIA was submitted to the DOL and the Presidency on 9 September 2010.
Take Home: Understanding what the proposed amendments mean in terms of:
- Risk and mitigation thereof
- Permanent employment
- 6 Month deem period
- Various Bills
Kwa-Zulu Natal
Date: 15th November 2012Time: 10:00 – 12:30
Address: SAP Offices, Block 3, 100 Armstrong Avenue, La Lucia. Download Map
Agenda:
10:00 Welcome and update from the CCMG10:15 Presenter: Charley Steadman
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Harnessing the discretionary effort of Call Centre staff or ‘why would I work harder?’
Call centres can be a really effective way of reaching and managing your customer base. However, your success depends heavily on the customer experience and consequently your staff. To a large extent the challenges of attracting and training the talent you need have been met. However, the challenges of motivating and retaining talent remain priorities across different sectors.
Open Symmetry has global experience of advising companies with call centre operations. In the session with you, we want to look at the key aspects of motivation including reward design, specifically incentives. If call centre agent loyalty is paper thin what would influence them to stay and deliver high performance?
During the session we will look at approaches to successful reward design and some of the related enablers and barriers. We are looking forward to an interactive session which looks at case studies and answers the key questions that you have.
The specific outcomes from the session:
- Increased understanding of the motivators for call centre staff
- How to put together a compelling employee deal
- How to design a motivational and effective incentive plan
- Operations Directors
- HR Managers
- Contact Centre Managers
- Team Leaders
About Candice Arnold
A decade of excellence spent in the high tech world of Information Technology has seen Candice Arnold tick off many accomplishments. Known for her deep seated energy and endless perseverance she sets strategic thrust and sees it to completion.
Candice has a broad range of experience at many levels within the organisation, from managing an international family business to highly influential roles within many a multinational. This base of experience has fostered a deep understanding of leadership, an appreciation for diversity and a tenacious thirst for success.
Joining the Sun Microsystems family in 2004, visionary leaders inspired Candice’s lust for knowledge and the disruptive power of technology. At a time when Intellectual Property was guarded and proprietary Candice’s involvement in the Open Source movement and the lively Java community sparked her desire to share knowledge, uplift and educate. A trait very evident in how she fills her day.
2010 Saw the launch of Candice Arnold Productions, a boutique eventing organisation. Specialising in breathing life into people’s most treasured plans. Candice’s team of creative geniuses put together lasting memories with military precision.
OpenSymmetry Africa opened its doors in March 2010 and under Candice’s watchful eye we have grown our presence and revenue line with great exurberance. A lively intuitive leader Candice thrives on challenge.
Presentation
Call centre from Contact Centre Management Group
Harnessing the discretionary effort of Call Centre staff or ‘why would I work harder?’
Call centres can be a really effective way of reaching and managing your customer base. However, your success depends heavily on the customer experience and consequently your staff. To a large extent the challenges of attracting and training the talent you need have been met. However, the challenges of motivating and retaining talent remain priorities across different sectors.Open Symmetry has global experience of advising companies with call centre operations. In the session with you, we want to look at the key aspects of motivation including reward design, specifically incentives. If call centre agent loyalty is paper thin what would influence them to stay and deliver high performance?
During the session we will look at approaches to successful reward design and some of the related enablers and barriers. We are looking forward to an interactive session which looks at case studies and answers the key questions that you have.
The specific outcomes from the session:
- Increased understanding of the motivators for call centre staff
- How to put together a compelling employee deal
- How to design a motivational and effective incentive plan
- Operations Directors
- HR Managers
- Contact Centre Managers
- Team Leaders
About Jon Clark
Jon is OpenSymmetry’s Director of Strategy Services for EMEA. He has worked in South Africa with a number of business cross sector. He has specific experience of the Call Centre environmentJon joined OpenSymmetry in 2009. He is an experienced Reward/HR consultant working with business and HR leaders in leading organisations to design and implement reward solutions. He has 25 years’ experience as a Reward/HR practitioner and consultant working on UK-based and international projects.
Jon works with Chief Executives, HRDs and Heads of Reward to design total reward strategy solutions, pay and grading structures, incentive scheme design including, salesforce incentives and performance management systems. Jon’s reward consulting experience is cross sector including financial services, telecoms, media, manufacturing, not-for-profit and professional services.
Presentation
Call centre from Contact Centre Management Group
Harnessing the discretionary effort of Call Centre staff or ‘why would I work harder?’
Call centres can be a really effective way of reaching and managing your customer base. However, your success depends heavily on the customer experience and consequently your staff. To a large extent the challenges of attracting and training the talent you need have been met. However, the challenges of motivating and retaining talent remain priorities across different sectors.Open Symmetry has global experience of advising companies with call centre operations. In the session with you, we want to look at the key aspects of motivation including reward design, specifically incentives. If call centre agent loyalty is paper thin what would influence them to stay and deliver high performance?
During the session we will look at approaches to successful reward design and some of the related enablers and barriers. We are looking forward to an interactive session which looks at case studies and answers the key questions that you have.
The specific outcomes from the session:
- Increased understanding of the motivators for call centre staff
- How to put together a compelling employee deal
- How to design a motivational and effective incentive plan
Those who will derive immense benefit from this event include the following:
- Operations Directors
- HR Managers
- Contact Centre Managers
- Team Leaders
About Jon Clark
Jon is OpenSymmetry’s Director of Strategy Services for EMEA. He has worked in South Africa with a number of business cross sector. He has specific experience of the Call Centre environmentJon joined OpenSymmetry in 2009. He is an experienced Reward/HR consultant working with business and HR leaders in leading organisations to design and implement reward solutions. He has 25 years’ experience as a Reward/HR practitioner and consultant working on UK-based and international projects.
Jon works with Chief Executives, HRDs and Heads of Reward to design total reward strategy solutions, pay and grading structures, incentive scheme design including, salesforce incentives and performance management systems. Jon’s reward consulting experience is cross sector including financial services, telecoms, media, manufacturing, not-for-profit and professional services.
Presentation
Call centre from Contact Centre Management Group
Why SAP Customer Interaction Centre ?
Because today it is simply not enough to just answer the incoming phone call quickly…More and more companies now see that a ´traditional´ call center, where the incoming call is simply “handled”, is not good enough to meet customer needs.
Today’s customers use various communication channels and expect consistent service across all of them.
The fastest growing channel by far is Social media … Mobile with a Right here! Right now! personality.
Customers want their questions & issues addressed immediately.
The company that is not ready to do this, will lose out to the competitor that can & does provide such an experience.
Michal Tabakowski will share what it takes …
- To instantly access all the relevant customer & business information
- To support a chain of interactions through all communication channels
- To seamlessly handle inbound and outbound communications with native integration to the telephony system
“African Customer Success Stories with Consnet”
Dion Kalicharan MD of Consnet will present several local customer success storiesIn this colourful cross industry presentation , Dion illustrates how the systems implemented by Consnet in several Industries:
Mining, Public Sector & Consumer Goods continue to make a positive impact on the businesses now running these very solutions.
Join us for an interactive morning & learn from these experts how
SAP CRM Interaction Center together with SAP Business Communication management :
- Can enable your company to succeed with Multi-Channel Service Excellence
- Has Solutions to efficiently address the challenges around social media
- Provides systems with access to real-time analytic reports, ensuring operational efficiencies
- Leverages a knowledge base to solve problems, handle complaints & answer technical questions.
Who Should Attend?
Those who will derive immense benefit from this event include the following:- Contact Centre Managers
- Sales Management
- Human Resources Managers
- Recruiters
- Team Leaders
- IT Managers
About the speakers
Michal Tabakowski - Business Development Director CRM Center of Excellence: SAP EMEAMichal Tabakowski has worked in the application software area of the IT industry for 14 years, the last 11 years specializing in Customer Relationship Management solutions.
During that time he cooperated with numerous companies representing different industries and gained wide experience in consulting, presales, business development and project management.
After graduating from the University of Science and Technology in Krakow, Poland, in 1998 Michal started his career at the Polish branch of an international enterprise software vendor (Baan Company). In 1999 he joined SAP and subsequently held the positions of CRM Business Solution Architect at SAP Poland and CRM Solution Principal at SAP Central Europe. In 2007 he was appointed Business Development Director responsible at SAP for CRM solutions in Europe, Middle East and Africa.
Dion Kalicharan“Dion Kalicharan has been working in the IT industry for 16 years, of which 12 years have been in the SAP Customer Relationship Management (CRM) environment.
He started off as a developer after graduating from Durban University Technology. In 1998, he joined SAP as a technical consultant where he was involved in numerous implementations from Sales and Distribution, Workflow and programming additional functionality and finally SAP CRM.
In 2004, Dion and Johan van Zijl started a company called Consnet, as a specialist SAP CRM Implementation Partner.
Consnet is also an SAP Specialist Expertise Services Partner for SAP CRM, SAP BCM and is SAP certified in Run SAP Implementations.”
Date: 21st September 2012
Time: 09:30 – 12:30
Address: SAP Offices, 4 Waterford Place, Century Boulevard, Century City, Cape Town - Download Map
Agenda:
09:30 Arrival/Networking10:00 Welcome and update Sharon Haigh
10:15 Presenter: Michal Tabakowski
11:15 Presenter: Dion Kalicharan
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Why SAP Customer Interaction Centre ?
Because today it is simply not enough to just answer the incoming phone call quickly…More and more companies now see that a ´traditional´ call center, where the incoming call is simply “handled”, is not good enough to meet customer needs.
Today’s customers use various communication channels and expect consistent service across all of them.
The fastest growing channel by far is Social media … Mobile with a Right here! Right now! personality.
Customers want their questions & issues addressed immediately.
The company that is not ready to do this, will lose out to the competitor that can & does provide such an experience.
Michal Tabakowski will share what it takes …
- To instantly access all the relevant customer & business information
- To support a chain of interactions through all communication channels
- To seamlessly handle inbound and outbound communications with native integration to the telephony system
“African Customer Success Stories with Consnet”
Dion Kalicharan MD of Consnet will present several local customer success storiesIn this colourful cross industry presentation , Dion illustrates how the systems implemented by Consnet in several Industries:
Mining, Public Sector & Consumer Goods continue to make a positive impact on the businesses now running these very solutions.
Join us for an interactive morning & learn from these experts how
SAP CRM Interaction Center together with SAP Business Communication management :
- Can enable your company to succeed with Multi-Channel Service Excellence
- Has Solutions to efficiently address the challenges around social media
- Provides systems with access to real-time analytic reports, ensuring operational efficiencies
- Leverages a knowledge base to solve problems, handle complaints & answer technical questions.
Who Should Attend?
Those who will derive immense benefit from this event include the following:- Contact Centre Managers
- Sales Management
- Human Resources Managers
- Recruiters
- Team Leaders
- IT Managers
About the speakers
Michal Tabakowski - Business Development Director CRM Center of Excellence: SAP EMEAMichal Tabakowski has worked in the application software area of the IT industry for 14 years, the last 11 years specializing in Customer Relationship Management solutions.
During that time he cooperated with numerous companies representing different industries and gained wide experience in consulting, presales, business development and project management.
After graduating from the University of Science and Technology in Krakow, Poland, in 1998 Michal started his career at the Polish branch of an international enterprise software vendor (Baan Company). In 1999 he joined SAP and subsequently held the positions of CRM Business Solution Architect at SAP Poland and CRM Solution Principal at SAP Central Europe. In 2007 he was appointed Business Development Director responsible at SAP for CRM solutions in Europe, Middle East and Africa.
Dion Kalicharan“Dion Kalicharan has been working in the IT industry for 16 years, of which 12 years have been in the SAP Customer Relationship Management (CRM) environment.
He started off as a developer after graduating from Durban University Technology. In 1998, he joined SAP as a technical consultant where he was involved in numerous implementations from Sales and Distribution, Workflow and programming additional functionality and finally SAP CRM.
In 2004, Dion and Johan van Zijl started a company called Consnet, as a specialist SAP CRM Implementation Partner.
Consnet is also an SAP Specialist Expertise Services Partner for SAP CRM, SAP BCM and is SAP certified in Run SAP Implementations.”
Date: 20th September 2012
Time: 09:30 – 12:30
Address: SAP Business Park, Building No. 1, Woodmead Drive, Woodmead Office Park, Woodmead, Gauteng - Download Map
Agenda:
09:30 Arrival/Networking10:00 Welcome and update Sharon Haigh
10:15 Presenter: Michal Tabakowski
11:15 Presenter: Dion Kalicharan
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Why SAP Customer Interaction Centre ?
Because today it is simply not enough to just answer the incoming phone call quickly…More and more companies now see that a ´traditional´ call center, where the incoming call is simply “handled”, is not good enough to meet customer needs.
Today’s customers use various communication channels and expect consistent service across all of them.
The fastest growing channel by far is Social media … Mobile with a Right here! Right now! personality.
Customers want their questions & issues addressed immediately.
The company that is not ready to do this, will lose out to the competitor that can & does provide such an experience.
Michal Tabakowski will share what it takes …
- To instantly access all the relevant customer & business information
- To support a chain of interactions through all communication channels
- To seamlessly handle inbound and outbound communications with native integration to the telephony system
“African Customer Success Stories with Consnet”
Dion Kalicharan MD of Consnet will present several local customer success storiesIn this colourful cross industry presentation , Dion illustrates how the systems implemented by Consnet in several Industries:
Mining, Public Sector & Consumer Goods continue to make a positive impact on the businesses now running these very solutions.
Join us for an interactive morning & learn from these experts how
SAP CRM Interaction Center together with SAP Business Communication management :
- Can enable your company to succeed with Multi-Channel Service Excellence
- Has Solutions to efficiently address the challenges around social media
- Provides systems with access to real-time analytic reports, ensuring operational efficiencies
- Leverages a knowledge base to solve problems, handle complaints & answer technical questions.
Who Should Attend?
Those who will derive immense benefit from this event include the following:- Contact Centre Managers
- Sales Management
- Human Resources Managers
- Recruiters
- Team Leaders
- IT Managers
About the speakers
Michal Tabakowski - Business Development Director CRM Center of Excellence: SAP EMEAMichal Tabakowski has worked in the application software area of the IT industry for 14 years, the last 11 years specializing in Customer Relationship Management solutions.
During that time he cooperated with numerous companies representing different industries and gained wide experience in consulting, presales, business development and project management.
After graduating from the University of Science and Technology in Krakow, Poland, in 1998 Michal started his career at the Polish branch of an international enterprise software vendor (Baan Company). In 1999 he joined SAP and subsequently held the positions of CRM Business Solution Architect at SAP Poland and CRM Solution Principal at SAP Central Europe. In 2007 he was appointed Business Development Director responsible at SAP for CRM solutions in Europe, Middle East and Africa.
Dion Kalicharan“Dion Kalicharan has been working in the IT industry for 16 years, of which 12 years have been in the SAP Customer Relationship Management (CRM) environment.
He started off as a developer after graduating from Durban University Technology. In 1998, he joined SAP as a technical consultant where he was involved in numerous implementations from Sales and Distribution, Workflow and programming additional functionality and finally SAP CRM.
In 2004, Dion and Johan van Zijl started a company called Consnet, as a specialist SAP CRM Implementation Partner.
Consnet is also an SAP Specialist Expertise Services Partner for SAP CRM, SAP BCM and is SAP certified in Run SAP Implementations.”
Date: 19th September 2012
Time: 09:30 – 12:30
Address: SAP Offices, 100 Armstrong Avenue, Block 3, La Lucia - Download Map
Agenda:
09:30 Arrival/Networking10:00 Welcome and update Sharon Haigh
10:15 Presenter: Michal Tabakowski
11:15 Presenter: Dion Kalicharan
12:00 Q & A.
12:30 Close/Departure
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
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Who is Iemas Financial Services?Iemas Financial Services started as a humble staff loan facility within Iscor in 1937 and has grown to become the largest Trade Co-operative in South Africa providing financing and insurance products to more than 550 employer groups such as Exxaro, Sasol Ltd., Anglo Coal, Avusa, Astral Foods Ltd, Medi-Clinic etc. | ||||||||||||||||||||||||||
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The August CCMG event is for those saddled with the responsibility of recruiting effective salespeople. Delegates will take away new insights, as well as notes, tools, and templates on a disc. The event will cover:
- Understanding how sales has evolved and is likely to evolve in the future.
- Understanding that there are a number of different types of salesperson and which to pick.
- Understanding that the type of sales force is defined by the Go-To-Market sales strategy.
- Understanding what a Go-To-Market sales strategy is and what questions to ask.
- Understanding why traditional interviews are essentially useless.
- Understand how to conduct a structured scorable interview.
- Understand what assessment tools are available: what works and what doesn´t.
- Understand how to use the staff turnover cost calculator.
This event will provide Senior Managers, Entrepreneurs, Sales Managers, Human Resources Managers and Recruiters with the knowledge, insights, tools and techniques required to consistently recruit effective salespeople.
This will typically provide greater than 90% hiring accuracy, reduce staff churn by at least 30% and increase average annual sales per salesperson by 20-40%.
Who Should Attend?
Those who will derive immense benefit from this event include the following:
- Contact Centre Managers
- Sales Management
- Human Resources Managers
- Recruiters
- Team Leaders
About Peter Gilbert
Educated at St. Andrews College, Grahamstown, and Rhodes University, BSc (Chemistry & Microbiology with distinction).
14 Years with Chemical Services Ltd in sales & marketing. 2 Years as MD of US chemical specialty company Ecolab Inc. Founded JV with international quality consultancy Philip Crosby Assocs Inc-Served as Director of Sales & Marketing. Sold business to Proudfoot Consulting - served as Director of Sales & Marketing for 4 years. Co-founded sales & marketing consultancy Growth Partners - left after 5 years to set up HR Chally SA world leaders in predictive assessment technology, with a special emphasis on sales & marketing positions.
Presentation
- CaseStudyAFP.pdf
- CaseStudyCardinalHealth.pdf
- CaseStudyCopyMax.pdf
- CaseStudyGlobalImaging.pdf
- CaseStudyGM.pdf
- CaseStudyMedia24.pdf
- SalesPerformanceManagementStudy.pdf
- Chally Tailored Sales Profiles.doc
- Frequently asked questions.pdf
- Interpreting Results ExplanationA.doc
- How to select a sales force that sells.pdf
- SelectionAssessGuide.pdf
- TalentAuditsales.pdf
- The trouble with personality tests.pdf
- Interview Guides.zip
- Sample Sales Assessment Reports.zip
- The End Of Sales As We Know ItBook.zip
IT IS FANTASTIC, INCREDIBLE, AMAZING!!! Excitement and enthusiasm are rife, the nominations have been submitted and the judges are finalising the winners.
The venue has been booked, Madame Zingara’s at Monte Casino (Whoooo! Whoooo!). Tables are selling out so get your booking form in quickly, we don’t want you to miss out on the Industry event of the year.
Book your seat
This year the CCMG is very proud to have NEOTEL as the Banque Headline sponsor for our glittering event, they have made a huge commitment to our industry to ensure that our shining stars are duly recognised and rewarded.
We still have a few more of these excellent marketing packages available, "Don’t Snooze and Lose."
Vendors in our industry get on board, promote your business and show your commitment to the South African Contact Centre Industry and the people in it!
Contact Sharon Haigh on 0825515915
It is a heart-warming experience to see how people have recognised their staff and colleagues for a job well done.
We have some exceptional individuals in our industry and I am sincerely glad that they are being recognised.
Date: 4th August 2012
Time: 17:30 till late
Dress Code: Black Tie
“The CCMG and YOU; a winning combination!”
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation by Colette Crichton of Compliance Cubed and get an insight into “Corporate Governance: Below Board Level”
Corporate Governance – demystify the concept, by understanding what it means, how it affects businesses in South Africa, and who is responsible for ensuring that sound governance becomes part of the organizational culture. Identify how good governance is implemented and sustained, and the resultant benefits for all of the business stakeholders. Facts and examples where there has been a lack of sound corporate governance, including some interesting SA cases. Global trends and where SA stands internationally.
Expected outcomes:
- Understand corporate governance and what constitutes sound governance within a business
- Know who the main stakeholders are, and who is responsible for implementation
- Learn what structures and procedures ensure effective and transparent leadership within the company
- Gaining insight into how all employees can encourage sound governance through ethical business practices
About Colette CrichtonColette is a B.Com graduate with 20 years’ experience in management roles within South African companies. Her passion for good business practices led her into the Corporate Governance field, and over the past few years she has studied through ICSA to gain her post-graduate qualification as a Corporate Governance Professional. Colette runs Compliance Cubed as her own business, which offers professional services to clients in the areas of Corporate Governance and Black Economic Empowerment.
Colette is also an accredited training facilitator, which enables her to share her passion and knowledge with others through customized training sessions.
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation by Colette Crichton of Compliance Cubed and get an insight into “Corporate Governance: Below Board Level”
Corporate Governance – demystify the concept, by understanding what it means, how it affects businesses in South Africa, and who is responsible for ensuring that sound governance becomes part of the organizational culture. Identify how good governance is implemented and sustained, and the resultant benefits for all of the business stakeholders. Facts and examples where there has been a lack of sound corporate governance, including some interesting SA cases. Global trends and where SA stands internationally.
Expected outcomes:
- Understand corporate governance and what constitutes sound governance within a business
- Know who the main stakeholders are, and who is responsible for implementation
- Learn what structures and procedures ensure effective and transparent leadership within the company
- Gaining insight into how all employees can encourage sound governance through ethical business practices
About Colette CrichtonColette is a B.Com graduate with 20 years’ experience in management roles within South African companies. Her passion for good business practices led her into the Corporate Governance field, and over the past few years she has studied through ICSA to gain her post-graduate qualification as a Corporate Governance Professional. Colette runs Compliance Cubed as her own business, which offers professional services to clients in the areas of Corporate Governance and Black Economic Empowerment.
Colette is also an accredited training facilitator, which enables her to share her passion and knowledge with others through customized training sessions.
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation by Colette Crichton of Compliance Cubed and get an insight into “Corporate Governance: Below Board Level”
Corporate Governance – demystify the concept, by understanding what it means, how it affects businesses in South Africa, and who is responsible for ensuring that sound governance becomes part of the organizational culture. Identify how good governance is implemented and sustained, and the resultant benefits for all of the business stakeholders. Facts and examples where there has been a lack of sound corporate governance, including some interesting SA cases. Global trends and where SA stands internationally.
Expected outcomes:
- Understand corporate governance and what constitutes sound governance within a business
- Know who the main stakeholders are, and who is responsible for implementation
- Learn what structures and procedures ensure effective and transparent leadership within the company
- Gaining insight into how all employees can encourage sound governance through ethical business practices
About Colette CrichtonColette is a B.Com graduate with 20 years’ experience in management roles within South African companies. Her passion for good business practices led her into the Corporate Governance field, and over the past few years she has studied through ICSA to gain her post-graduate qualification as a Corporate Governance Professional. Colette runs Compliance Cubed as her own business, which offers professional services to clients in the areas of Corporate Governance and Black Economic Empowerment.
Colette is also an accredited training facilitator, which enables her to share her passion and knowledge with others through customized training sessions.
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation (no video conferencing) by Duveen Sinkfontein and get an insight into Contact Centre Capacity Planning Step by Step
Over the last year or so, there has been a fair amount of press about the shortfalls of the traditional long term planning process, and the need for more dynamic corporate planning. These numerous articles reflect the reality that when the business environment changes, the resource plan must change too. In the contact centre operation, forecast change is particularly difficult to manage. When contact centre volumes are at a variance to plan, when do we trigger a new forecast and a new resource plan? How do we determine, accurately, the service we can expect as volumes change and our budget remain fixed? How do we quickly produce accurate and optimal capacity planning scenarios?
Expected outcomes:
- Strategic/Operational Planning
- The ways our industry typically performs capacity planning
- Best strategic planning practices
- Forecasting when things are changing
About Duveen Sinkfontein
Duveen Sinkfontein is a highly experienced and professional Workforce Optimization (WFO) Consultant. As a WFO professional she has acquired a wealth of experience in both Workforce Management and Quality Assurance principles and methodologies. She further understands and has in-depth knowledge of the world Leading WFM and WFO software applications. Duveen spent her early working years in the contact center and understands the operational challenges faced by Executives, Managers Supervisors and Agents. Having implemented numerous WFM implementations in Africa and overseas she is well qualified and experienced in the leading WFM applications. She further has a strong background in optimizing WFM processes throughout a contact center and have developed and delivered seminars on WFM performance and have created original forecasting, scheduling and staffing models that are in use by numerous organizations. As an accredited WFM trainer she had facilitated workshops and training sessions to end-users of WFM tools as well as training principles to customers in South Africa, Africa, ME and as far afield as Russia. She holds a teachers training diploma and is married with three children.Who Should attend:
Those who will derive immense benefit from this event include the following:- Call Centre and Contact Centre Managers
- Supervisors / Team Leaders
- General Manager
- Human Resource Managers
- Coaches
- Schedulers
- Work force Management Teams
- Executives
Time: 10:00 – 12:30
Venue: SAP Business Park, 1 Woodmead Drive, Woodmead, Gauteng - Download Map
Agenda:
10:00 Arrival/Networking10:30 Welcome and update Sharon Haigh
10:45 Presenter: Duveen Sinkfontein
12:00 Close and Networking
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation (no video conferencing) by Duveen Sinkfontein and get an insight into Contact Centre Capacity Planning Step by Step
Over the last year or so, there has been a fair amount of press about the shortfalls of the traditional long term planning process, and the need for more dynamic corporate planning. These numerous articles reflect the reality that when the business environment changes, the resource plan must change too. In the contact centre operation, forecast change is particularly difficult to manage. When contact centre volumes are at a variance to plan, when do we trigger a new forecast and a new resource plan? How do we determine, accurately, the service we can expect as volumes change and our budget remain fixed? How do we quickly produce accurate and optimal capacity planning scenarios?
Expected outcomes:
- Strategic/Operational Planning
- The ways our industry typically performs capacity planning
- Best strategic planning practices
- Forecasting when things are changing
About Duveen Sinkfontein
Duveen Sinkfontein is a highly experienced and professional Workforce Optimization (WFO) Consultant. As a WFO professional she has acquired a wealth of experience in both Workforce Management and Quality Assurance principles and methodologies. She further understands and has in-depth knowledge of the world Leading WFM and WFO software applications. Duveen spent her early working years in the contact center and understands the operational challenges faced by Executives, Managers Supervisors and Agents. Having implemented numerous WFM implementations in Africa and overseas she is well qualified and experienced in the leading WFM applications. She further has a strong background in optimizing WFM processes throughout a contact center and have developed and delivered seminars on WFM performance and have created original forecasting, scheduling and staffing models that are in use by numerous organizations. As an accredited WFM trainer she had facilitated workshops and training sessions to end-users of WFM tools as well as training principles to customers in South Africa, Africa, ME and as far afield as Russia. She holds a teachers training diploma and is married with three children.Who Should attend:
Those who will derive immense benefit from this event include the following:- Call Centre and Contact Centre Managers
- Supervisors / Team Leaders
- General Manager
- Human Resource Managers
- Coaches
- Schedulers
- Work force Management Teams
- Executives
Event Feedback
Adam Patel from BizworksThe event was well presented and very informative. Excellent speaker and very professional
Salma Timol from Nedbank
Very Informative
Shooks Dorasamy from Neotel
Food for thought
Phelani Shezi from Eskom
This is a very good initiative
Kumari Chetty from Metropolitan
Very Informative presentation
Stacie Harold from Metropolitan
Very Informative and interesting
Sipho Mkhize from Eskom
Duveen had all the information, she shared most of the contact centre problems
I will use most of the information
Clint from Metropolitan
Brilliant Content
Janet Wolfaardt from Kelly
Thank you Duveen, I thoroughly enjoyed your presentation, the content was excellent and very helpful in all aspects of our dailyness
Kerry Mooney from Unilever
Find the talks very relevant and very interesting
Naseema Moorgas from Eskom
Duveen is an absolute expert
Excellent presentation
Shireen Thanjan
Excellent informative learning environment
Corryn from Blake & Associates
Excellent Message
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation (no video conferencing) by Duveen Sinkfontein and get an insight into Contact Centre Capacity Planning Step by Step
Over the last year or so, there has been a fair amount of press about the shortfalls of the traditional long term planning process, and the need for more dynamic corporate planning. These numerous articles reflect the reality that when the business environment changes, the resource plan must change too. In the contact centre operation, forecast change is particularly difficult to manage. When contact centre volumes are at a variance to plan, when do we trigger a new forecast and a new resource plan? How do we determine, accurately, the service we can expect as volumes change and our budget remain fixed? How do we quickly produce accurate and optimal capacity planning scenarios?
Expected outcomes:
- Strategic/Operational Planning
- The ways our industry typically performs capacity planning
- Best strategic planning practices
- Forecasting when things are changing
About Duveen Sinkfontein
Duveen Sinkfontein is a highly experienced and professional Workforce Optimization (WFO) Consultant. As a WFO professional she has acquired a wealth of experience in both Workforce Management and Quality Assurance principles and methodologies. She further understands and has in-depth knowledge of the world Leading WFM and WFO software applications. Duveen spent her early working years in the contact center and understands the operational challenges faced by Executives, Managers Supervisors and Agents. Having implemented numerous WFM implementations in Africa and overseas she is well qualified and experienced in the leading WFM applications. She further has a strong background in optimizing WFM processes throughout a contact center and have developed and delivered seminars on WFM performance and have created original forecasting, scheduling and staffing models that are in use by numerous organizations. As an accredited WFM trainer she had facilitated workshops and training sessions to end-users of WFM tools as well as training principles to customers in South Africa, Africa, ME and as far afield as Russia. She holds a teachers training diploma and is married with three children.Who Should attend:
Those who will derive immense benefit from this event include the following:- Call Centre and Contact Centre Managers
- Supervisors / Team Leaders
- General Manager
- Human Resource Managers
- Coaches
- Schedulers
- Work force Management Teams
- Executives
Event Feedback
Carol Rowlands from WoolworthsVery Informative – excellent presentation
Carol Westhuizen from RCS
The session was extremely informative, “Food for thought”
Minolee David
The facilitator was fantastic
Informative however I believe that in a short interactive workshop would also be very advantageous
Seemika Naidoo from TFG
Very Informative
Carly Bruyns from Direct Axis
Session was informative, good to know we are not alone on the capacity planning front
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation (no video conferencing) by Claire Richardson and get an insight into:
Lifting the fog from your back-office operations: is your back-office operation becoming your customer service blind-spot or are you truly optimising across your enterprise?
Whilst the contact centre has been a focal point for many organisations to ensure staff optimisation and excellent customer service, the same in many instances cannot be said for Back Office Operations. Many organisations have limited visibility of what is going on in their back-office operation or how well it is performing. Yet it typically includes approximately 50% of customer service support employees and represents a significant opportunity for continuous improvement in business performance.
Enterprise Intelligence solutions;
- Help organisations optimise customer service and gain insight into customer interactions, sentiments, and trends across multiple communications channels using Voice of the Customer Analytics solutions.
- Provide unprecedented visibility into enterprise performance, operations, and customer intelligence using Enterprise Workforce Optimisation.
We will discuss how you can bring unified visibility through enterprise workforce optimisation across customer touch points and communications channels, from the contact centre, to branch office, to back-office operations driving up productivity and improving customer service.
We will show how you can enable your operations to drive optimisation and deliver consistent customer satisfaction improvements, including;
- How to overcome the process and delivery challenges in a changing customer centric environment.
- How you can learn from what your customers are saying across multiple channels to identify gaps in your internal processes.
- How you can build customer feedback surveys into your enterprise intelligence strategy
- How you can evolve enterprise production management for your organisation.
About Claire Richardson
Claire Richardson has 12 years of contact centre experience, having started in the industry as a Customer Support Consultant for TCS Management, providing helpdesk support throughout EMEA for workforce management related queries.Her role evolved into providing training and consultancy, particularly in the DACH and Benelux regions as well as UK and South Africa.
For the past 9 years, Claire has been providing business consultancy advice within the sales cycle on workforce management opportunities, helping to scope out solutions for very large customers with between 10,000 and 20,000 agents.
Her product knowledge also covers Performance Management, Quality Management, eLearning and Speech Analytics. With her extensive ability to speak European languages, her focus has been on developing Workforce Optimisation throughout mainland Europe.
Who Should attend:
Those who will derive immense benefit from this event include the following:• Call Centre and Contact Centre Managers
• Senior Supervisors (Being groomed for contact centre management)
• General Manager
• Human Resource Managers
• Coaches
• Quality Assurance teams
Date: 25th May 2012
Time: 10:00 – 12:30
Venue: SAP Offices, 4 Waterford Place, Century Boulevard, Century City, Cape Town - Download Map
Agenda:
10:00 Arrival/Networking10:30 Welcome and update Sharon Haigh
10:45 Presenter: Claire Richardson
12:30 Close and Networking
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
• Surname
• First name
• Designation/title
• Company Name
• Nature of business
• Physical address
• Office telephone no.
• Cell phone no.
• E-mail address
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation (no video conferencing) by Claire Richardson and get an insight into:
Lifting the fog from your back-office operations: is your back-office operation becoming your customer service blind-spot or are you truly optimising across your enterprise?
Whilst the contact centre has been a focal point for many organisations to ensure staff optimisation and excellent customer service, the same in many instances cannot be said for Back Office Operations. Many organisations have limited visibility of what is going on in their back-office operation or how well it is performing. Yet it typically includes approximately 50% of customer service support employees and represents a significant opportunity for continuous improvement in business performance.
Enterprise Intelligence solutions;
- Help organisations optimise customer service and gain insight into customer interactions, sentiments, and trends across multiple communications channels using Voice of the Customer Analytics solutions.
- Provide unprecedented visibility into enterprise performance, operations, and customer intelligence using Enterprise Workforce Optimisation.
We will discuss how you can bring unified visibility through enterprise workforce optimisation across customer touch points and communications channels, from the contact centre, to branch office, to back-office operations driving up productivity and improving customer service.
We will show how you can enable your operations to drive optimisation and deliver consistent customer satisfaction improvements, including;
- How to overcome the process and delivery challenges in a changing customer centric environment.
- How you can learn from what your customers are saying across multiple channels to identify gaps in your internal processes.
- How you can build customer feedback surveys into your enterprise intelligence strategy
- How you can evolve enterprise production management for your organisation.
About Claire Richardson
Claire Richardson has 12 years of contact centre experience, having started in the industry as a Customer Support Consultant for TCS Management, providing helpdesk support throughout EMEA for workforce management related queries.Her role evolved into providing training and consultancy, particularly in the DACH and Benelux regions as well as UK and South Africa.
For the past 9 years, Claire has been providing business consultancy advice within the sales cycle on workforce management opportunities, helping to scope out solutions for very large customers with between 10,000 and 20,000 agents.
Her product knowledge also covers Performance Management, Quality Management, eLearning and Speech Analytics. With her extensive ability to speak European languages, her focus has been on developing Workforce Optimisation throughout mainland Europe.
Who Should attend:
Those who will derive immense benefit from this event include the following:• Call Centre and Contact Centre Managers
• Senior Supervisors (Being groomed for contact centre management)
• General Manager
• Human Resource Managers
• Coaches
• Quality Assurance teams
Date: 23nd May 2012
Time: 10:00 – 12:30
Venue: SAP Business Park, 1 Woodmead Drive, Woodmead, Gauteng - Download Map
Agenda:
10:00 Arrival/Networking10:30 Welcome and update Sharon Haigh
10:45 Presenter: Claire Richardson
12:30 Close and Networking
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
• Surname
• First name
• Designation/title
• Company Name
• Nature of business
• Physical address
• Office telephone no.
• Cell phone no.
• E-mail address
To be a true ’World Class’ contact centre the operation MUST apply extensive operating and ’Best Practice’ standards and baselines and it must frequently be benchmarked against similar contact centres. This event will teach delegates and share knowledge on exactly how your call centre, contact centre or customer services centre and how to apply International and regional operating standards.
Join us for an inspiring face-to-face presentation (no video conferencing) by Claire Richardson and get an insight into:
Lifting the fog from your back-office operations: is your back-office operation becoming your customer service blind-spot or are you truly optimising across your enterprise?
Whilst the contact centre has been a focal point for many organisations to ensure staff optimisation and excellent customer service, the same in many instances cannot be said for Back Office Operations. Many organisations have limited visibility of what is going on in their back-office operation or how well it is performing. Yet it typically includes approximately 50% of customer service support employees and represents a significant opportunity for continuous improvement in business performance.
Enterprise Intelligence solutions;
- Help organisations optimise customer service and gain insight into customer interactions, sentiments, and trends across multiple communications channels using Voice of the Customer Analytics solutions.
- Provide unprecedented visibility into enterprise performance, operations, and customer intelligence using Enterprise Workforce Optimisation.
We will discuss how you can bring unified visibility through enterprise workforce optimisation across customer touch points and communications channels, from the contact centre, to branch office, to back-office operations driving up productivity and improving customer service.
We will show how you can enable your operations to drive optimisation and deliver consistent customer satisfaction improvements, including;
- How to overcome the process and delivery challenges in a changing customer centric environment.
- How you can learn from what your customers are saying across multiple channels to identify gaps in your internal processes.
- How you can build customer feedback surveys into your enterprise intelligence strategy
- How you can evolve enterprise production management for your organisation.
About Claire Richardson
Claire Richardson has 12 years of contact centre experience, having started in the industry as a Customer Support Consultant for TCS Management, providing helpdesk support throughout EMEA for workforce management related queries.Her role evolved into providing training and consultancy, particularly in the DACH and Benelux regions as well as UK and South Africa.
For the past 9 years, Claire has been providing business consultancy advice within the sales cycle on workforce management opportunities, helping to scope out solutions for very large customers with between 10,000 and 20,000 agents.
Her product knowledge also covers Performance Management, Quality Management, eLearning and Speech Analytics. With her extensive ability to speak European languages, her focus has been on developing Workforce Optimisation throughout mainland Europe.
Who Should attend:
Those who will derive immense benefit from this event include the following:• Call Centre and Contact Centre Managers
• Senior Supervisors (Being groomed for contact centre management)
• General Manager
• Human Resource Managers
• Coaches
• Quality Assurance teams
Date: 22nd May 2012
Time: 10:00 – 12:30
Kwa Zulu Natal
SAP Offices
100 Armstrong Avenue,
Block 3
La Lucia
Click here for map
Agenda:
10:00 Arrival/Networking10:30 Welcome and update Sharon Haigh
10:45 Presenter: Claire Richardson
12:30 Close and Networking
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
• Surname
• First name
• Designation/title
• Company Name
• Nature of business
• Physical address
• Office telephone no.
• Cell phone no.
• E-mail address
Join us for an inspiring face-to-face presentation by Linda Otto and get an insight into how we need to focus on Strategy.
Animate your strategy!
A core focus area and function for every leadership team is the development, animation and execution of Strategy. We invite you to spend time with Linda Otto from Diversified Consulting to explore the following points while seeking workable solutions to support you and your company in the successful implementation of your strategy.Why are so few companies able to successfully implement and execute their strategies?
- What are the driving disablers that inhibit companies from achieving their goals?
- Do we really understand the core competencies required from our leadership teams in successfully activating strategy?
- Do employees grasp organisational strategy and understand how their roles enable the implementation of said strategy?
- How does communication influence the success of strategy?
- Are we using valid, realistic metrics and measurements to navigate and drive strategy?
- What role does performance management play in employee motivation further supporting strategy?
- Does your technology support your leadership team in implementing, integrating and managing strategy?
*Source – The Gallup Journal
This insightful session aims to break down and simplify strategy while looking at how we align strategy to Organisational Vision, Values, Planning and Performance Management systems.
Tips provided on quick wins and fixes regarding current strategy while looking at how things could be done differently going forward.
Presentation
Animate your strategy!View more presentations from Contact Centre Management Group
Agenda:
10:00 Arrival/Networking10:30 Welcome and Launch of the 2012 People Awards Tanya Phillips
11:00 Presentation: Linda Otto
12:30 Close and Networking
Join us for an inspiring face-to-face presentation (no video conferencing) by Rod Jones and get an insight into “Global Trends – Regional Impact” also be the first to discover what is required for the awards: Sharon Haigh will be launching the CCMG 2012 Awards.Throughout the modern world the customer service and contact centre environment is undergoing dramatic change. Against the backdrop of the strategic realisation that the Customer Experience has come to the fore and reached the top of the boardroom agenda, several major global and regional trends have emerged. In a two hour seminar session, internationally recognised industry analyst and contact centre consultant Rod Jones will outline the current South African contact centre industry and will paint a picture of the impact that global trends and how these have and will impact on the local industry.
According to leading international business and contact centre analysts, some of the key global trends impacting on the industry are as follows:
- Managing the Customer Experience
- Quality Management and Quality Assurance
- Real-time Interaction Analytics
- Workforce Optimisation
- Outbound & Telemarketing
- Social Media Integration
- Hosted and ‘Cloud’ services
- Public Sector growth (contact centres)
Presentation
Global trends regional impactView more documents from Contact Centre Management Group
About Rod Jones
Rod Jones, Contact Centre Industry SpecialistIn a career spanning over 35 years Rod has gained high-end experience and unique expertise in virtually all forms of advertising, direct and relationship marketing, customer services, call centres and contact centres. He has long been recognised internationally as an expert in the field of call centres, customer management, customer club management, customer relationship marketing, loyalty programmes and many related database–orientated and direct marketing methods. Since 1985 Rod has been at the forefront of the South African call centre industry and telephony-based marketing. He plays an active role supporting leading South Africans call centre and contact centre associations and professional bodies. As a professional consultant Rod provide an extensive range of professional services concentrating on the strategic, planning and operational issues of Call centres, Customer Management and BPO. A prolific writer, industry analyst and an accomplished public speaker, Rod regularly presents papers, seminars and workshops and corporate training on various aspects of call centres, contact centres and customer relationship management. His clients include blue-chip South African companies, national and local government agencies and parastatal bodies as well as organisations in Botswana, Kenya, Uganda, Rwanda, Namibia, the UK and more recently, New Zealand.
In an every changing market- where expectations are aimed at instant gratification are you really retaining your top talent or are you just coasting? Join Katia Dove from Kelly who is the General Manager: Strategic Candidate Sourcing on an informative session how to value, inspire and develop your most important asset – your people
About Katia
Katia has nine years’ worth of experience in the recruitment industry, both local and internationally. Katia has been instrumental in recruitment for some of the largest outsourced call centres in South Africa. Her passion lies in the sourcing, retention and development of key talent within organisation. She oversees the recruitment centres for Kelly with huge emphasis on candidate experience and career progression both within her team and within the client infrastructure.Presentation
Talent ManagementView more presentations from Contact Centre Management Group
Photos
Cape Town business has had its first taste of a CCMG Showcase and they want MORE!!!
And we’ll give it to them, but only in 2013!We promised you all last year that we would be ‘upping the ante’ as far as our events and Showcases were concerned, and it looks like we have the right formula.
Our speakers were excellent. Wynand Roos (SAP) put social media in its place in our industry; 1Stream’s Jed Hewson gave insights into the benefits of a hosted call centre; Wynand Smit (Vodacom) promoted organisation within your call centre environment; Anthony Askew of Globility spoke about outsourcing your facilities to the professionals; Intuate Group’s Mark van Rensburg gave us excellent advice on how to retain clients and improve that bottom line through the use of a trusted solutions provider; and Dion Kalicharan of Consnet assisted us in understanding SAP’s call centre solutions.
As always, the Round Table discussions went down very well, with companies such as SAP, Sean Willard and Kelly providing presentations and open discussions that kept everyone interested and keen to participate.
During the break, the delegates had time to walk through the Table Top displays and chat to experts from SAP, Kelly, Sean Willard, Plantronics, CallForce, CareerCall, Globility, Consnet, Intuate, Ocular Technologies, 1Stream and Service Desk.com.
Our vendors have always been top notch, but they really put an extra effort in this time. Well done! You are what make this industry proud…………..
We tried something new as far as refreshments go and it was so successful that we’ll be doing it at all our Showcases from now on. Pre-packed, delicious lunches meant that no-one had to stand in a queue, and the food was incredible value for the R55 charged.
50 of the delegates who completed their Game Cards and handed them in at the cocktail party won headsets sponsored by Headset Solutions. . Safe driving to you all when using your blue tooth headsets! Thank you Headset Solutions for sponsoring the Plantronics headsets. Your constant participation in the industry and in the CCMG is greatly appreciated.
Congratulations to Shameemah Omar from RCS who was the lucky lady that won the ipad sponsored by Neotel. Thank you to SudhirJuggernath of Neotel who supplied the iPad. The CCMG looks forward to partnering you in the growth and development of the industry.
Thank you again to all our sponsors, vendors and delegates for making the Cape Town Showcase such a fun and informative event.
Next Showcase is in September in Gauteng!
Presentations
Talent ManagementView more presentations from Contact Centre Management Group
Globility
View more presentations from Contact Centre Management Group.
Challenges when investing in leading edge technologies in the contact centre
View more presentations from Contact Centre Management Group..
Photos
The winner of the iPad sponsored by Neotel was a very lucky lady.
Shameemah Omar from RCS features here with Donovan Goliath from Neotel who handed her the iPad which we all wanted.
CCMG SHOWCASE
AUDITORIUM PROGRAMMETake this opportunity to discover the latest in technology. Learn about new developments in the Contact Centre industry. Calling all Executives! Six exciting, informative presentations will be delivered by industry leaders, whose expertise will assist you with all the information you need to make a success of your Contact Centre!
ROUND TABLE DISCUSSIONS
3 Round Table discussion topics.
Participate with likeminded professionals and join in discussions around the hot topics in the Contact Centre Industry. Benefit from the expertise of those leading the Round Table discussions – you don’t get access to information like this very often!
TABLE TOP DISPLAY AREA
The Vendors in the industry will be displaying their solutions and giving you an opportunity to talk to them and find out more.
COCKTAILS AND NETWORKING
16h00 ‘til the traffic dies down! Join Kelly for sun downers & worthwhile networking. Meet and greet other professionals with similar experiences as yourselves, and form fun think tanks!
PRIZES!
1. Participate in all of the events on the day and fill up your Game Card, which can then be redeemed for a mobile headset from Plantronics!!!!
2. Join us at the Cocktail event and be entered into a draw to win an iPad 2. Sponsored by the CCMG
CCMG TAKES THE LEAD IN SHOWCASING THE CONTACT CENTRE INDUSTRY
If you want to be known as someone of value in the Contact Centre Industry, then you HAVE to be seen at the main events on the yearly calendar. This means, of course, that you HAVE to be part of the CCMG Showcase, taking place at the SAP Convention Centre in Cape Town on March 15th.
The CCMG Showcase is for YOU. We have pulled together a team of highlyrespected, experienced speakers, all of whom have proved themselves to be leaders in their particular fields of expertise.
If you want to develop your career within the contact centre industry, you have to learn from the best – and the best will be available to you at the CCMG Showcase.
Partnerships and Sponsorship opportunities
We have some really exciting opportunities for YOU to showcase YOUR company, YOUR products and services, and YOUR vision.........you cannot afford to miss this!CCMG is dedicated to ensuring that you, the vendors, are kept at the forefront of industry developments. We are on a strong growth curve, with our efforts being recognised by leading stakeholders eager to improve the standards of the industry. The Contact Centre Showcase 2012 is our offering to one of the fastest –growing industries in the world of communication, where South Africa is proving to be a leading force in this exciting development. Join the CCMG in saluting our country’s Contact Centre Industry and take advantage of the wealth of knowledge under one roof, at one time......
Industry Thought Leaders will be giving current, relevant and entertaining presentations; allday displays and more intimate ‘breakaway’ sessions give stakeholders unique business networking opportunities to mingle with large numbers of appropriate delegate visitors; the display arena will allow companies to present products and services to a captive audience; and the stunning SAP conference facilities will allow for an uninterrupted flow of movement, along with ample and secure parking facilities.
Benefits to you, the Industry Stakeholder, include:
- Networking with other movers and shakers of the Contact Centre industry!
- Showcasing your company and your products to a group of relevant stakeholders – your message will reach the right people
- Information on the latest trends and products from the Contact Centre industry’s Thought leaders
- Oneonone opportunities to develop your business
- A unique opportunity to launch new products
- An unbelievable pre, during, and post event communications reach, with information sent to the CCMG database of 15 000 not forgetting our monthly newsletter spread.
In an every changing market- where expectations are aimed at instant gratification are you really retaining your top talent or are you just coasting? Join Katia Dove from Kelly who is the General Manager: Strategic Candidate Sourcing on an informative session how to value, inspire and develop your most important asset – your people
About Katia
Katia has nine years’ worth of experience in the recruitment industry, both local and internationally. Katia has been instrumental in recruitment for some of the largest outsourced call centres in South Africa. Her passion lies in the sourcing, retention and development of key talent within organisation. She oversees the recruitment centres for Kelly with huge emphasis on candidate experience and career progression both within her team and within the client infrastructure.Presentation
Talent ManagementView more presentations from Contact Centre Management Group
Our first event of the year in Gauteng!
The most difficult part in any endeavor is taking the first step, making the first decision... Taking your first step towards success...
Join us for an inspiring face-to-face presentation (no video conferencing) by Robin Pullen and start 2012 with a positive and motivated attitude.
Unlocking the keys to understanding the mind-shift between intention and action and the impact that it has on the end of the mass market
In this intervention you will discover:
- the Change Quotient and impact that it has on changing behaviour
- the 5 Agents of change
- the 4 keys to Conversations that Count
- and, the Law of Reification and the impact that it has on opportunity
About Robin Pullen:
Robin Pullen is a speaker, journey partner consultant and facilitator in organizational behaviour management with an emphasis on desired behaviour and a particular focus safe work practice.He is the founder and executive director of Pumalo Africa, a professional service provider that has developed a competence to see company strategy worked out into desired behavioural practices while simultaneously unlocking human capability.
The Pumalo team support clients through professional presentations, the delivery of industrial theatre performances, full sensory experiential learning facilitation and professional advisory services on behavioural management, crucial conversation and communication across all levels of work.
Robin believes in a better tomorrow starting today.
Photos from the event
Our first event of the year in Cape Town included an inspiring presentation by Sean Willard to help attendees start 2012 with a positive and motivated attitude.
The most difficult part in any endeavor is taking the first step, making the first decision... Take your first step towards success...
Escaping the Dragon’s Den - a New look at Leadership!
Leadership is Influence, nothing more - nothing less!
Do you ever hear yourself or Team saaying things such as:
“I really wish my team would listen to me”, “I keep saying the same thing over and over again”, “I’m stuck” and “They won’t change!”
As a John Maxwell Coach, Speaker and Leadership Trainer, I hear statements like these all the time from Managers and leaders.
During our time together you will learn what leadership really is (as opposed to the stereotype Dragon and authoritative dictator perception out there) and how gaining an understanding can transform your Team, your relationships and your Life!
Presentation
Escaping the Dragon’s Den - a New look at Leadership!View more presentations from Contact Centre Management Group.
Photos
Sean’s Bio
From Pharmacist to Motivational Speaker, Coach, Author & Leadership Trainer!In 2008, after nearly 20 years as a Pharmacist, Sean sold his Pharmacy in Franschhoek to both discover and Live his Purpose and Passion as a Speaker, Coach and now Author of the book – Have a Life Attack.
As a student of Personal Development and growth, Sean has mentored with Les Brown (one of the world’s top Motivational Speakers), Paul Martinelli (International Speaker, Coach and Trainer) and John C Maxwell.
Sean is a qualified John C Maxwell Speaker, Coach and Trainer and recently returned from Florida, USA where he met with John and over 500 leaders from over 40 countries to be certified to teach John’s programs.
He is presently engaged in Leadership Training with Companies as well as Life Coaching and Key Note Speaking.
See what others say about Sean:
“Sean is a high-powered concentration of joyous energy, totally positive about life and business, abounds with infectious humour, and displays incredible integrity in all he does. Your life will simply not be the same again once you´ve met (let alone worked with!) Sean. It is my greatest privilege and pleasure to have him in my network!”
Vincent Bass, Perth, Australia
“If you are looking for someone who is extremely capable and passionate about helping others realize and reach their potential, then look no further than Sean Willard.
From my very first interaction with Sean, he inspired me to push for more. His energy is contagious and he is someone who motivates others just by letting his heart for adding value to them shine through in all that he does. Hire Sean for your Coaching, Training, or Speaking needs and help yourself, or your organization, experience a "Life Attack" too!”
Chris Rollins, Benton, Arkansas
“Sean is one of the most inspiring and exciting people you will meet. He has a fountain of knowledge and experience around leadership, relationships, attitude and success. I have found Sean to be a person of high integrity, trust and professionalism. I am really fortunate to have Sean as a friend and part of my inner circle. If you want to achieve your goals or go to the next level then I highly recommend that you engage with Sean.”
Denis Gianoutsos , Wellington, New Zealand
Honest. Passionate. Engaging. The first time I heard Sean speak, I was blown away. His personal story of the day that turned his life around is inspiring. I highly recommend Sean as a catalyst for change within your life or within the life of your organization.”
Sean P McCool, Knoxville, Tennessee
“I have never met anyone with more energy and enthusiasm for life. Sean has an uncommon ability to inspire and motivate, tackling every opportunity he comes across with every ounce of his being. There is no doubt in my mind he will achieve whatever he truly sets his mind to.
Shaun Ranwell, Rentokil, East London
I look forward to adding Value to you and your Team!
Sean Willard
“The Life Attack Guy”
Speaker, Coach, Trainer & Author of Have a Life Attack
www.smswillard.com
+27823354174
Our first event of the year in Kwa-Zulu Natal ! The most difficult part in any endeavor is taking the first step, making the first decision... Taking your first step towards success.. Join us for an inspiring face-to-face presentation (no video conferencing) by Russell van Renbsurg and start 2012 with a positive and motivated attitude.
Strong leaders leading strong teams
Have you ever felt that you are different to everyone else? That there is something truly unique about you, and that one day you are going to make your mark on the world?We have been conditioned to believe that “there is no I in TEAM”, and that you need to be a good all-rounder to help the team to succeed. But that is not true is it? The best teams are not made up of a bunch of good all-rounders, they made up of uniquely gifted individuals working in their areas of strength towards a common vision and purpose.
I believe that success, true success, is found when you discover who you are and then grow to your full potential.
Join me as we explore how to leverage your unique strengths to help your team succeed.
About Russell
As a John Maxwell certified speaker, coach and trainer, I have had the privilege to work internationally with many multinationals, and local organizations in South Africa, and have trained and coached delegates all over Africa and in many other countries throughout the world. The nature of my work has allowed me to develop a deep understanding of all facets of business, and the unique qualities of successful leaders.My journey as a professional coach, trainer and speaker began when I was approached to build the liquidations division for one of the “big 4” consultancy’s in my area. After years of dismantling and disposing of businesses, I discovered that my passion and purpose are in facilitating development in people, and I have devoted the past 13 years of my life to this.
As a devoted husband and proud father of four amazing children, I have found that our freedom and joy comes when we discover our unique purpose and then unleash our potential.
I look forward to adding value to you.
Russell van Renbsurg
russell@kuba.co.za
http://www.johnmaxwellgroup.com/russellvanrensburg
Date: 8th February 2012
Time: 10:00 - 12:30
Venue: SAP Offices, 100 Armstrong Avenue, Block 3, La Lucia, Download Map
Agenda:
10:00 Arrival/Networking10:30 Welcome and update Sharon Haigh
11:00 Presenter: Russell van Rensburg
12:30 Close and Networking
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
• Surname
• First name
• Designation/title
• Company Name
• Nature of business
• Physical address
• Office telephone no.
• Cell phone no.
• E-mail address Date: 17 November 2011
Time: 10:00 - 12:30
Venue: Cape Town, KZN and Gauteng via Video Conference
| Kwa Zulu Natal | Cape Town | Gauteng |
| SAP Offices 100 Armstrong Avenue, Block 3 La Lucia | SAP Offices 4 Waterford Place, Century Boulevard Century City Cape Town | SAP Business Park, 1 Woodmead Drive, Woodmead |
| Download Map | Download map | Download map |
Agenda:
10:00 Arrival/Networking/Refreshments10:30 Paul Bester
- The core of your contact centre
- Technology and your contact centre
- Workforce Optimisation trends and technology
- Call Centre Benchmarking and trends
- Creating a world class contact centre
Paul Bester
I have been trapped in this call centre prison for the last 17 Years. Lucky I am due for parole in about 5 to10. In all fairness call centres are not like prison some are actually very good and then there are some that are actually not even worth mentioning. So no names will be mentioned to protect the innocent. But just think if we could send all prisoners to work in call centres. Now that would solve all our crime problems.17 years ago call centres were starting out and as a student wanting to earn some extra cash I started working in a call centre unbeknown to me this will end up being a career for me. Technology has also come along way with ACD's, IVR's and QA etc. Back in the day the call centre I worked at had a bell against the wall and it was fastest finger first to see who could pick up the call first.Wow and how have things changed.
Technology and call centres have evolved over time and South Africa has some of the best call centres that compare to world class contact centres anywhere in the world. South Africa over the last couple of years has also seen some BPO opportunities come and go and SA is still a favourite outsourced destination for overseas operators.
The call centre Industry has been very kind to me and in the last 17 years I have gone from starting as an agent then supervisor and found my calling in Workforce Management. For the last 10 years Workforce management has occupied my time at companies like Discovery Health and MTN and lately consulting for companies like Multichoice, Medihelp and Mercedes Benz South Africa to name but a few. It has been an incredible journey of working in call centres from a small 7 seater call centre to a large 500 seater. Call centres big and small have one thing in common, calls need to be answered. Customer service and customer satisfaction is at the core of any call centre and has been my passion ever since taking that first call from a customer.
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
CCMG TAKES THE LEAD IN SHOWCASING THE CONTACT CENTRE INDUSTRY
If you want to be known as someone of value in the Contact Centre industry, then you HAVE to be seen at the main events on the yearly calendar. The CCMG Showcase is for YOU. We have pulled together a team of highly-respected, experienced speakers, all of whom have proved themselves to be leaders in their particular fields of expertise.
If you want to develop your career within the contact centre industry, you have to learn from the best – and the best were available at the CCMG Showcase.Presentations
Hosted Contact Centre SecurityView more presentations from Contact Centre Management Group
Experience the Voice of the Customer
View more presentations from Contact Centre Management Group
Manage business communications with SAP
View more documents from Contact Centre Management Group
The Millennials
View more presentations from Contact Centre Management Group
Photos from the event
Profiling the key language challenges and their solutions within the Call Centre Industry
"Communication - the human connection - is the key to personal and career success."Paul J. Meyer
In business, communication matters. The call centre is the main point of contact for many customers. Therefore, being able to communicate effectively and efficiently with customers is a key component in enhancing the customer experience and ensuring customer satisfaction. Dr Nhlanhla Thwala, Director of the Wits Language School, will explore the language challenges that exist in the industry as well the language training solutions that will assist in eliminating these challenges.
Date: 15 September 2011
Time: 10:00 - 12:30
Venue: Cape Town, KZN and Gauteng via Video Conference
| Kwa Zulu Natal | Cape Town | Gauteng |
| SAP Offices 100 Armstrong Avenue, Block 3 La Lucia | SAP Offices 4 Waterford Place, Century Boulevard Century City Cape Town | SAP Business Park, 1 Woodmead Drive, Woodmead |
| Download Map | Download map | Download map |
Agenda:
10:00 Arrival/Networking/Refreshments10:30 DR NHLANHLA THWALA
12:00 Close
DR NHLANHLA THWALA was appointed Director of the Wits Language School in Dec, 2006. Dr Thwala has taught in Swaziland, the USA, the UK and several schools in South Africa where he taught English, History, Academic Communication Skills, Zulu and Linguistics. He obtained his Masters at Syracuse University in 1990 followed by his PhD at the University of California, Los Angeles in 1995. His areas of interest include language pedagogy, language policy and formal syntax. Dr Thwala believes that knowledge is hidden behind language. RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
If you thought Customer Relationship Management was just technology, Think again! Come & explore the new customer reality with Aki Kalliatakis MD of the Leadership Launchpad & uncover how the right customer strategy with the right tools, delivered to your customers at the right time, will turn them into Brand ambassadors and Lovers of your services & products. 
Agenda:
09:00 Arrival/Networking09:30 Aki Kalliatakis:
- The business world in turmoil.
- 4 Ways to achieve Customer Loyalty.
- The value of CRM in your business today.
- What you can do to ensure ongoing value innovation.
Come and take part in this energetic, interactive and humorous presentation to find out how to create partnerships with your customers, to turn those mercenary customers of today into loyal partners for life, and achieve an unbeatable competitive edge.
12:00 Close
Achieving business success in today’s new world of work is very challenging. Competitive rivalry is brutal, suppliers squeeze margins, and customers are more powerful than ever before. The global economy is floundering, and desperate governments and business leaders are uncertain how to respond. But there is a new realisation by business executives that achieving customer loyalty is a guarantee of success. Many organisations have implemented expensive systems, processes, infrastructure and training to build their effectiveness in dealing with customers, but more than half of all the initiatives have had limited impact. Nevertheless, the few companies that have has managed to create a customer-focused culture are far more profitable, achieve unbelievable levels of growth, develop an unbeatable reputation, and face a more secure future. In this high-energy and often humorous presentation by Aki Kalliatakis, (Managing Partner of the Leadership LaunchPad,) you will find out how to create partnerships with your customers to turn the mercenary customers of today into partners, and thereby achieve an unbeatable competitive edge.
CRM is in trouble
The presentation will be covering aspects related to how to functionally make your call centre environment work more effectively and efficiently through use of applications like multimedia and social media applications, workforce management and automation, schedule adherence and what these applications can do to drive down costs and fatten up your bottom line.Agenda:
10:00 Arrival/Networking10:30 Presenter :
Wynand Smit
Extensive experience in solution engineering of best–of-breed contact centre Processes, Technology, and Application solutions.
Specialize in the application of Technology to ensure that the business benefits are achieved.
Applied this for enterprise and SME businesses in the financial, insurance, automotive, health & communications markets to maximize the efficiency, productivity and profitability of their contact centre and technology investments.
12:00 Close and Networking
Photos
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Ozayr Lorgat in Cape Town made us all laugh by insisting our passion for the ‘awesome’ call centre industry keeps us young! He reminded us that we have a duty to identify future leaders and allow them to make their own mistakes – in fact, to become a ‘servant leader’ to those you have identified as potential leaders. An excellent way of adding to their experience is to give scenario-based training exercises, and to develop them to rely on discipline as leaders, and not emotion.
Paul Schofield spoke to us from Durban on Globalisation and the rise of emerging markets, with the emphasis on sustainability. He showed us that although SA will benefit in many ways from belonging to BRICS, there’s a downside. (Isn’t there always?). We tend to forget that SA has pledged to become proactive in protecting the environment and has committed to developing ‘green’ policies. Our wealthy industrial BRICS partners, however, continue to plunder our fragile ecological reserves. Also, as their economies are growing so quickly, their exports to South Africa will increase and thus disrupt our economy. We must create an environment where we can cope with this flood!
Andy Searle of Johannesburg gave us as managers some excellent advice on ways to retain our top performers. It was really interesting to see the main reasons why people are attracted to a company as a potential employer, and why they leave a job. It’s up to us to create an environment where we can make our staff happy, and the 8 steps given to us by Andy will guarantee talent retention.
The presentations are available below and we encourage you to download them. All three speakers give solid advice that is easily followed. It’s down to earth and very relevant. We’d also like to encourage you to share the presentations with your colleagues and friends.
Leadership – A Practical Approach
Speaker: Ozayr Lorgat, Outsource Channel Business Manager, The Unlimited, Cape TownLeadership in business
Speaker: Paul Schofield, Managing Director of the Business Development Unit in association with Nelson Mandela Metropolitan University, Kwa Zulu NatalHow to retain top performers
Speaker: Andy Searle, Founder and director of Paladin Consulting and Paladin People Solutions, GautengDownloads
Sell More, Serve Better, and Deliver a Superior Customer Experience in your Call Centre
This was definitely a wow factor to what is available from Oracle to assist us in ensuring that we deliver what is required for our customers.The Call Centre is under greater pressure today than ever before. With rapid adoption of new communication technologies and devices by customers, customer expectations are on the rise and social media provides a forum to share their experiences. The recovery is expected to be long and slow, as companies are continuing to scrutinize expenditure their service organizations are being asked to do more with less. Lastly, as more products become commoditized, product-based profit margins are shrinking, this increases reliance on post-sales service for revenues, profitability, and differentiation.
To counter these industry drivers, Service Leaders have an opportunity to deliver a superior customer experience, achieve operational excellence, and transform your service organization into a revenue generator (see key messages section). With Oracle your service organization can maximize efficiency while treating every interaction as an opportunity to improve your customer experience and increase revenue.
A huge big thank you to the Oracle team who made us feel very welcome and special. They treated us to a feast to start with and fantastic drinks and snacks to end off the evening.
We look forward to our next event at the Oracle offices.
Join Oracle on Facebook
Agenda
| Time | Presentation |
| 15h00 | Arrival & Registration |
| 15h25 | Welcome and Introduction |
| 15h30 | Sell More, Serve Better, and Deliver a Superior Customer Experience |
| 16h00 | Oracle Real-time Decisions : a way to create call centres as profit and retention areas |
| 16h30 | CRM On Demand: Maximise Business Impact with CRM On Demand |
| 17h00 | Oracle Business Intelligence Applications: Complete Solutions for Performance Insight |
| 17h30 | Q&A and Close |
GOVERNMENT PERSONNEL AND AGENCIES
We are pleased to provide attendance at this event at no cost to government personnel when appropriate under applicable laws and agency policies. Oracle is committed to high standards of ethical conduct and does not intend to offer an inappropriate gift or create even the appearance of impropriety.
By attending this event and accepting any gifts which may be offered, the attendee certifies that he/she is able to do so in compliance with applicable laws and the internal rules of his/her organization. Oracle reserves the right to limit attendance accordingly and pursuant to Oracle policy.
Please contact Muhammed Essop at +27113194452 or muhammed.essop@oracle.com with any questions or concerns about this disclosure.
Understanding the “spiral dynamics” of what sustains performance is fundamental to any organization.
During this presentation Peter took us through what drives people, how we are given so much to compute and then what we as humans actually use at the end of the day. He also took us through what we delete that is being said by others. And I am sure we can all relate to the amount of times where your spouse has said “but I just told you….” Yes they may have told us but we have deleted what was said. Peter also took us through the practical ways of measuring our current ability to sustain and improve performance, a peak performer is not over the hill when they start performing less that before, they just need to re- evaluate what is happening and what they are focusing on.
Peter had us all enthralled for about 2 hours which left us feeling overwhelmed and brain dead after an overload of top class information. The feedback has been fantastic from the delegates.
We all wish Evolved Coaching the very best in our industry as their program is definitely something that I think we have left out in the industry. We do sometimes have to start from the bottom up and re-look the foundations we are laying with the people we train. Their methodology has its roots firmly in the study of human behavior and sustainable performance enhancement management.
As always a huge thank you to SAP for the use of their wonderful facilities in Cape Town, Woodmead and Durban, which allow us to hold these events and host our members.
Agenda
10:00 Arrival and Networking10:30 Presentation Starts
Peter Redelinghuys
Peter is the co-founder and the Chief Executive Officer of Evolved Coaching Global. Peter is a certified Master Practitioner and Trainer in Neuro-Linguistic Programming (NLP), Time Paradigm Techniques and Hypnosis. Peter has extensive experience in public sector policy development, business development and establishing new markets in several countries in Africa. He is a seasoned speaker in the area of performance and has developed the PEAK EMPLOYEE PERFORMANCE SYSTEM™ that is delivered in several countries today.
12:30 Close and Networking
About Evolved Coaching
With an active presence in 5 countries and Global Head Quarters in Dubai, our global footprint continues to expand through our international franchise model. As a recognised industry leader in the education and certification of coaches we continue to make our mark as a service provider of choice in maximising returns on human capital.Our methodology has its roots firmly in the study of human behaviour and sustainable performance enhancement/management. The culmination and refinement of the latest studies in Neural Science, NLP (Neuro Linguistic Programming), Hypnosis, Quantum Physics, Behavioural Science and several life coaching and management models form the basis of the Evolved Coaching Techniques™. Our ongoing investment in the development and delivery of the most cutting edge performance/change management tools is what ensures that we are always relevant and are able to provide sustainable solutions for the people problems of today.
Our proven track record of overcoming the barriers of cultural and racial diversity locally and internationally gives us a unique advantage when addressing the performance of individuals and teams. We are able to effectively address the elements that make us human and determine our real ability to become motivated and focused. For more information on our methodology please visit www.evolvedcoaching.co.za
All Evolved Coaching representatives have undergone extensive training and have been certified in the application of our methodology ensuring that our clients only receive the highest standard of delivery and expertise. In South Africa alone we equip and certify more than 200 Evolved Coaches per annum. We offer a complete career path for those who want to become certified trainers of the Evolved Coaching methodology.
By far the biggest event for the CCMG to date. A great big thank you to Barbara Knight who took us through Emotional Intelligence, helping us to understand our reactions to situations and the comeback based on our behaviour in various situations. We were running around to make sure that there was enough space for everybody. Gauteng had 87, KZN had 15 and Cape Town had 25 and East London had 15 RSVP’s.
Presentation
Emotional Intelligence is seen as one of the critical skills in leadership todayLet time stand still for just a moment . . . whilst you analyse your emotional intelligence skills as a Leader . . .
Not just any leader, someone who is self assured, someone who is in control, someone who can balance goals against needs, someone who shows emotional power to move their team to greater heights . . .
Be moved and inspired by our interactive workshop that allows you to explore the concept of emotional intelligence!
Emotional intelligence
View more presentations from Contact Centre Management Group
Agenda
10:00 Arrival/Networking
10:30 Presenter Barbara Knight
Emotional Intelligence is seen as one of the critical skills in leadership today, and it is further recognized in our industry that poor emotional skills and social skills derail more careers than lack of technical expertise or even general intelligence, therefore Barbara Knight will be unpacking the concept of emotional intelligence. Emotional Intelligence refers to the collection of personal-management and social skills that encompasses insight, moral fiber, integrity and motivation.
She will create an awareness of your emotional intelligence as a leader by guiding you through the K-A-B Model of Emotional Intelligence and allowing you to assess your challenges as a leader
13:00 Close and Networking
Oh what fun we had on the 16th of February. We went through a Business Simulation with a group of executives. The day definitely had them on their toes as they had to run and manage a company with a number of curve balls that were thrown at them during the day. There were a few that were fired and a few that proved their persistence in the negotiating areas. The system and facilitation was brought to us by Be Trained who did a fantastic job of keeping the executives on their toes all day long.
A huge big thank you to everybody that supported us for the event yesterday. We had 30 people who definitely worked very hard during the day. There was not even much time for lunch - they had a working lunch in their breakaway rooms to ensure that they got everything done in time.
To Kobus and the AEGIS team: Thank you very much for sponsoring the refreshments during the day. Everybody really appreciated it. To Pommie and the Ocular team: Thank you for the backpacks and the stationery I am sure you will see a few around for a while, people were very happy to receive them. To Scott and the Kathea team: Thank you for the gifts for the winning team as well as the lucky draw in the morning. Would you believe it Anthony also won one of the headsets as part of the winning team.
To all the Vendors that contributed to the contents of the backpacks: We have publicly endorsed all of your products and programmes as CCMG approved and have encouraged the delegates to ensure that they are dealing with reputable companies and not to use people that are not recommended or endorsed by the industry.
Please remember that we have events on a monthly basis and there are many opportunities to sponsor all or some parts of the events, we reach up to 70 individuals on a monthly basis through our events in JHB, CT and KZN.
There are opportunities to include marketing material in the packs that we give out face to face to individuals at events and to those that I see during the course of business. This in itself is an endorsement from the CCMG. We also have opportunities for the sponsorship of prize draws on a monthly basis and the distribution of files, pen’s and notepads at our events.
Remember the CCMG is M.A.D. Making A Difference, because we can, because we care.
Strategic Leadership Simulation Demo
FOR LEARNING AND BUSINESS EFFECTIVENESSSimulation Demo, proudly sponsored by Be Trained, in conjunction with its International partner: Executive Perspectives can improve organisational learning by creating insights about current marketplace and strategic challenges and opportunities as well as the organisational and workforce capabilities needed to achieve high performance.
Executive Perspectives is a global organisation using simulations to assist their clients in meeting the demanding needs of an ever-changing market. Based in the US, the organisation has spent most of its 26 years in existence in assisting organisations in North America. The dynamic and innovative methodologies are easily adaptable to the South African environment.
This is clearly evident in the hugely successful business and strategic leadership simulation programmes currently being run within the Standard Bank Group, Anglo and Murray & Roberts
This exciting opportunity to participate in a truly innovative, outcome orientated learning solution has enabled leaders to:
- Develop employees to their full potential in order to drive functional excellence and increase shareholder value
- Create a work environment where people feel valued and build engaged teams that flawlessly execute
- To enable strategic execution by efficiently and effectively working across business units to create a sustainable competitive advantage
Develop the next generation of leaders required to take on the world´s toughest challenges: OUR CALL TO ACTION
This unique workshop facilitates the creative and intellectual awakening through the teaching of “Whole Brain Learning”.
View more presentations from Contact Centre Management Group.
DUMB & DUMBER!!!!!!!!!!
Definitely not if you attended our Whole Brain Learning Event presented by James Jooste of Nothando Training.The presentation was lively, entertaining and informative, and showed all of us the potential genius that we have inside of us, and with a little realisation and awareness we could all do so much more in all aspects of our lives.We memorised 20 arbitrary words with James in under 4 minutes and then another 20 on our own in another 5 minutes remembering them front to back, back to front and randomly starting from anywhere in the list, everyone participated, had fun and were successful, and that is just a small part of what Nothando Training has to offer. One thought is how do we take this creative way of remembering things and put it to use in the training of product knowledge. In the past we have been using a story telling method when as we have now learned it is word association that we need to be looking at! Just imagine what James and his Team could do for your company if they ran a course for your staff, it would be well worthwhile looking into!
A big thank you to James for his presentation and an even bigger thank you to all of the people that attended, we run these events for you and really appreciate seeing you, next time bring a colleague if you haven’t all ready. SAP, again thank you for your facilities and support in Johannesburg, Cape Town and Durban, the venues are fantastic and greatly appreciated.We have monthly events throughout the year, should any of you have any suggestions on topics you would like and think would be interesting and beneficial to our members please email me, michael@ccmg.org.za
Michael.
Agenda:
10:00 Arrival/Networking10:30 James Jooste Nothando training
“Whole Brain Ignite”- Awake . Think . Create
This unique workshop will facilitate the creative and intellectual awakening through the teaching of “Whole Brain Learning”. It’s a program that will facilitate individuals’ realisation of their true power and creative capacity by integrating the creative, emotional and imaginative functions of the right brain with the logical, practical and strategic functions of the left brain. This mind integration is essential to cognition, self-discovery, creative invention and critical thinking skills in all business initiatives and walks of life.
Attend and awaken the genius within.
12:00 Close and Networking
Date: 25 November 2010
Time: 10:00 – 13:00
Venue:
SAP Offices
Kwa Zulu Natal
100 Armstrong Avenue,
Block 3
La Lucia
Download Map
Agenda:
10:00 Arrival/Networking10:30 Presenter: To be Confirmed
12:00 Close and Networking
RSVP
Please note: Seating is limited.We will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
Wonders happen in Woodmead.
Tuesday 22nd November was a hugely successful event at the SAP Offices in Woodmead, Gauteng. With over 50 attendees we got off to a great start with Barbara Knight presenting the K-A-B Model of Emotional Intelligence, I think a foundation was laid, and food for thought given as to how our individual reactions to events and experiences at home and in the workplace affect ourselves and those around us. We will be re-visiting this subject with Barbara again in March 2011 with an in-depth workshop as Emotional Intelligence is seen as one of the critical skills required in successful leadership today.Gary Bennett of Aegis followed with a presentation on QPO which is a new results driven process that Aegis have worked on with COPC which will be available through Aegis to the Industry. Gary gave an engaging, informative and lively performance and we are sure that Aegis will be able to assist and enhance businesses in our industry with what they have to offer.
Gary was followed by Hylton Cowie of Technilamp, who would have thought that an Ultra-Violet Lighting System in your Air-conditioning / Environmental Control System in your Call Centre can kill airborne diseases such as the common cold, flu and TB. From a wellness point of view this is a fantastic product as it will keep yourself and your colleagues a lot healthier; from a commercial point of view reduced absenteeism has a large impact on the profitability of your business.
We thought we had finished good presentations and interesting topics and then Sharon put Grant and James of Nothando Training on the spot! “How about a 10 minuet teaser” she said. Well, James came to the front and proceeded to tell us that we are all geniuses and that if we were taught to use our whole brain, which is what Nothando do, we could all find out how clever we really are. Within five minutes we were all capable of remembering 20 random words, back to front, front to back or randomly from wherever. If they can achieve this with over 50 delegates in 5 minutes what could they do with your employees in a day?
Again we would like to thank everyone for their participation and making the events a huge success, we hope you enjoyed the speakers and the networking. If you would like more information and contact details to discuss on any of the presentations further with the presenters please contact our offices by phone or email.
We would also like to thank SAP for providing such wonderful venues for us to hold our events; we truly appreciate your kindness and generosity.
Michael.
Presenter Barbara Knight
Emotional Intelligence is seen as one of the critical skills in leadership today, and it is further recognized in our industry that poor emotional skills and social skills derail more careers than lack of technical expertise or even general intelligence, therefore Barbara Knight will be unpacking the concept of emotional intelligence. Emotional Intelligence refers to the collection of personal-management and social skills that encompasses insight, moral fiber, integrity and motivation. She will create an awareness of your emotional intelligence as a leader by guiding you through the K-A-B Model of Emotional Intelligence and allowing you to assess your challenges as a leader
Presenter Gary Bennett
Gary will be discussing a new quality program that they have implemented
Presentations
Emotional IntelligenceView more presentations from Contact Centre Management Group
Technilamp presentation
View more presentations from Contact Centre Management Group.
Feedback
My first time here and absolutely enjoyed it and found it valuable.By: Myrin Bock from CQS
My first time. I LOVED IT..
By: Anthony Ferreila from Accys
Very Informative
By: Riana Hannigan from Innovation Group
Looking forward to hearing more at future events
By: Cherrie Lawlor from Accys
Webinar: Transforming the Chat Customer Experience for Online Sales
Join the webinar on Thursday, November 18, 2010 1:00 p.m. CST for a FREE Live WebinarThis FREE 40-minute, live Webinar will improve the performance of chat interactions for online sales. Learn about best practices and new methodologies guaranteed to improve chat services, which 72% of online shoppers considered "most" important when buying online (Source: E-Tailing Group).
Hear Kim Keating discuss key industry trends in sales chat, guiding you through:
- Essential skills for chat agents to master
- Customer appropriate communication styles
- Critical customer-facing features for a chat platform
Register Now
A Quality event for Quality Assurance
The 11th November took the CCMG to our Cape Town home at the SAP Offices for what turned out to be a truly exciting event discussing a subject that is generally shied away from in the industry, Quality Assurance.Jackie Naughton of BYC and Debra De Graaf from Old Mutual gave an enlightening presentation showing that QA is when applied correctly, the best tool in the industry to gauge and enhance the customer service experience of your call centre. Both theory and practice were covered by Jackie and Debra which led to great participation by the attendees in the Q&A session followed by networking, this was one of the best attended events in Cape Town so far and we would like to thank all those who made the effort to be there and look forward to seeing you at future events.
Presenters: Jackie Naughton and Debra De Graaf.
- Typical findings regarding QA within contact centre industry
- When QA doesn’t and does work internally
- Processes for QA effectiveness
- Alternative thinking on QA – Outsource
- Technologies – the barriers/challenges and value
- Who QA relates to within the business
- Something to think about!
Presentations
Call Centre QA - Debra De Graaf
CCMG QA Presentation
Feedback
Everything mentioned in the presentation was on point, very interesting and fruitful eventBy: Tawrieka from Woolworths Financial Services
I loved the way the presentation was done, it was straight and simple and very understandable
By: Xoliswa Shoko from Woolworths Financial Services
Excellent Presentation and a real eye opener
By: Nadine Phillips from Kalahari.net
My first time, found it insightfull and applicable
By: Debbie Minaar from Foschini
Informative and gained a new perspective
By: Dalene Cleophas from Stream
Brilliant Discussions, opened new doors to develop agents
By: Mechem Ross from Stream
SOLD OUT
Back by popular demand in November in CT, KZN and GautengThese informal, intimate sessions have proved to be a huge success and as a result we are going to focus our October and November efforts on ‘People, Processes, and Technology’ panel discussions.
This is a great opportunity to uncover and understand what is happening in the industry, what response is required from the company, processes and operations, and how to best ensure your environment is a leading edge practice.
RSVP
Please note: Seating is limited. This event is free to members and non membersWe will confirm your seat by reply e-mail with a map and directions to the event.
Please RSVP via e-mail to info@ccmg.org.za with the following info:
- Surname
- First name
- Designation/title
- Company Name
- Nature of business
- Physical address
- Office telephone no.
- Cell phone no.
- E-mail address
As customer demands for increased service levels continue to grow, our focus for the CCMG September event is performance management and quality. Differentiation based on superior customer service and satisfaction is often the make or break of many companies. In environments like direct marketing, reservations, enrolment, and debt collection, the importance of the contact centre in driving business growth and development is priceless.
Join us for this presentation which will focus on providing:
- Contact Centre Industry international trends and developmentsKey guidelines on how to manage performance effectively in a contact centre environment, originating from a clear direction to individual output.
- Solutions for the common pitfalls that lead to performance management not being maintained
- Performance Management templates available on the CCMG website, that will assist in maintaining the correct paper trail and support information.
Key note speaker Howard Shenton
Howard Shenton, Plantronics Regional General Manager, Middle East, Africa, E Europe and Russia (RGM – MEEA) is responsible for Plantronics’ sales and marketing activities across the MEEA region.- Industry developments internationally
- Relevant products for the users in the Contact Centre
- Noise @ Work Regulations
- Increase Call Quality & Agent productivity when using Audio Processors
Guest Speaker: Lynnette Morris: Key guidelines to manage performance effectively
In today’s economic and competitive climate, organisations expect that all individuals are performing to their committed levels of performance and even providing more than what is expected. This statement is true for our contact centres too, but in our overly measured and monitored contact centres, we would expect that performance management is well refined and continuously applied…Is that true?Performance Management is a critical day-to-day activity and component in Contact Centre’s for all management levels but often neglected and only intensively focused on when reports don’t reflect the expected outcome or when individual’s behaviour starts to negatively impact on the team or Managers outputs.
In addition to the neglect, we are also at risk of only managing what we are measuring which often does not relate to our overall objectives we are trying to achieve. The key guidelines will provide practical tips on achieving a performance management system that works and can be consistently applied, ensuring positive results are achieved all round.
Managing performance effectively in Contact Centres
Agenda:
10:00 Arrival/Networking10:30 Presenter: Howard Shenton,
11:30 Performance Management –12:30 Close and further networking.
Speaker Profile: Howard Shenton
Howard Shenton, RGM-MEEA, is responsible for Plantronics’ sales and marketing activities across the MEEA region. He joined Plantronics in 1994, at which time the region’s network of Business Partners consisted of just 4 companies. There are now over 30 partners in the region, and during his period of tenure Plantronics’ turnover from the region has grown more than ten-fold.In 2002 Howard won the company’s prestigious Courtney Graham award, given once a year to the Plantronics sales person who most embodies the company founder’s vision of integrity and successful achievement.
Prior to joining Plantronics Howard served 18 years in British Telecom where he won a regular series of promotions and worked in many sectors, including Cellular Network Implementation, Territorial Sales & Marketing, International Consultancy, Global Business Development and Country Management.
Speaker Profile: Lynnette Morris, Managing Member, Contact Centre Coach.
Lynnette Morris has worked in the contact centre industry for 17 years, across 16 countries in Africa, within the telecommunications, banking, manufacturing and retail industries. Lynette is passionate about empowering, developing and transferring skills to all involved in establishing and achieving service expectations by being in touch with customers.Her focus is on developing, guiding and empowering contact centre individuals and teams to achieve defined customer contact strategies that are aligned to the business objectives and customer needs. Lynnette has developed her service offering from years of experience within the contact centre industry and her passion to transfer skills and knowledge relating to this dynamic industry.
Lynnette has recently launched a new company the “Contact Centre Coach” to provide executive and professional coaching support to the industry, from the ongoing realisation that by focusing on developing the managers and coaches who need coaching and support too, you can achieve remarkable change, these services will compliment her current activities of service management, contact centre consulting and training provided by The Skills Facilitator, a south African Company founded in 2002.
Having worked in the contact centre industry starting off as a call centre agent , to developing her career as a strategic partner for a long standing client, her exposure within the fast growing telecommunications industry in Africa and working with remarkable industry experts throughout her career has provided Lynnette with a listening ear, hands-on approach and holistic practical solutions that work. Her quest for implementing workable solutions and guiding organisations in developing their assets & resources has led her to provide individual attention to her customer base and therefore seen as part of the organizations that she works with.
Lynnette is committed to developing and continuously enhancing contact centres’ across Africa to improve their service delivery by implementing focused performance improvement interventions that result in empowered individuals, staff and customers.
SOLD OUT
How often do we find in business today, that your customer interfacing staff such as the contact centre individuals are not fully aligned to the business strategy or do not even understand the mission or vision of the company at large? Remember, that these individuals are supposed to be “BRAND AMBASSADORS” for the company, does it therefore pay to have young, unskilled staff because of the operating costs or does it make more sense to have a fully skilled staff member hand-hold these individuals until they are confident in the role they are there to play? Should contact centre skills not become a profession?
King 3 code of governance now determines that issues such as investor/customer relations, brand value and reputation are all included as vital elements in good governance practices. Does this not therefore mean that it has a direct impact on contact centres and any customer engagement? Does it not mean therefore that the brand value or promise and the reputation don’t merely rely on good marketing tactics? So, how does this affect you as the Contact Centre Manager, Operations Manager, Operations Director, etc. Join us in this roundtable discussion and see how this will impact on your role in future.Date: 26 August 2010
Time: 10h00 to 12h00
Venue: Spescom Head Office
Spescom Park
Cnr Alexandra & Second Road
Halfway House
Midrand
Download map at the bottom of this page
What did we do without them?
Presenter: Diz MilneDiz has been involved in the Call Centre Industry for the past 17 years, in varying capacities. Diz currently works for Blake and Associates in Durban, heading their Customer Service and Sales division. She was part of the team that developed the SABS Standards and is passionate about their growth and implementation in South Africa.
We all have ‘war stories’….. what would we have done differently – had we had access to these Standards years ago?
You don’t have to repeat the mistakes others have made – you can enjoy the humour in their learning curve – without having to pay the price of that education.
SABS standardsView more presentations from CCMGSA.
The people in our business and how to gain optimum results
Jackie Naughton presented on the various levels within our industry and how to achieve optimum results, avoid the pitfalls and ensure sustainable growth for your business by looking at internal customers first. With an appreciation of the various facets involved in getting the best from the contact centre, our presentation will assist you in considering alternative methods to drive a world class culture and performance. We will cover the typical levels of resource within the contact centre environment with support functions for daily performance delivery.Presentation given by Jackie Naughton
The people in our industry
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Speaker Profile: Jackie Naughton
Jackie Naughton is the founder and managing director of an independent consulting and training company here in South Africa as well as servicing clients within the United Kingdom.
Jackie emigrated to Cape Town eight years ago following a long and successful career working for the largest global outsourcer of customer services solutions in the world and set up the company BYC – Solution Delivery.
Prior to her outsource career, she worked within the financial services industry where she managed both retail and direct outlets for one of the UK’s largest insurers.
Jackie’s role for her previous employer was executive director of their European operations and client base consisting of 4,500 workstations across 13 various European countries. She gained enormous experience whilst working in all continents globally in understanding the key elements of operating a successful contact centre operation.
She has successfully designed, implemented and managed many customer sales and service environments during her two decades of working within the arena, covering Europe, US, Asia and Africa.
Within South Africa Jackie delivers customer service solutions and training to her clients working on encouragement of skills within the contact centre arena and constantly encouraging foreign investors to see the South African market place as a meaningful and long-term strategic solution for their offshore needs.
During her time in South Africa, Jackie has worked passionately in creating meaningful employment for young South Africans within the contact centre industry and has shown some excellent successes in this regard.
Her company assists clients in contact centre design, implementation, operating effective practices for all elements of people, process and technology. In addition, her outsourced Quality Assurance Solution has aided companies in achieving complete brand alignment in their customer sales and service solutions across all industry sectors.
Jackie has been chosen as one of the South African contact centre industry judges for the last five years to assist the industry in SA drive the international skills transfer achieved during her exceptionally successful career to date as well as assist in educating industry bodies in SA on the most effective way to operate customer service solutions via the contact centre environment. Her reputation internationally still lends itself as one of the most effective operational directors known throughout Europe.
Substance abuse in the work place
Presenters: Co – presented by Andre David du Toit and Dr Gordon M IsaacsThe aim of the presentation is to highlight how substance abuse may affect the workplace, and act as a catalyst in raising awareness of substance abuse for management and staff. Awareness that the abuse of substances may affect the workplace, just as the workplace may affect substance abuse, is necessary for business leaders in order for proactive preparation of leaders and staff.
The presentation objectives are:
- Outline the different forms of substance abuse
- Draw attention to the complexities of substance abuse
- Identify the potential impact of substance abuse in the work place with special reference to contact centres
- Consider the potential scale of substance abuse, including direct and indirect costs to organizations
- Identify warning signs and symptoms of substance abuse
- Understand the process of addiction
- Identify more recently identified “process” addictions e.g. gambling, internet and sex
- Identify possible interventions for business leaders
- Ensure that business leaders and staff, specifically those in contact centres where substance and process abuses are increasingly impacting work performance (efficiencies and effectiveness), are aware of the issues and empowered to be proactive in reduction of substance and/or process dependency
- The possible impacts of substance abuse in the work place and potential impact on work performance are clearly identified
- Thoughts and ideas are stimulated, for ongoing discussions and debate
- Invitations received to run substance and process abuse awareness workshops in-house or publically
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Speaker Profile: André David du Toit
Andre’s career spans thirty five years spent in customer service and sales in the pharmaceutical, financial services and contact centre industries. He is passionate about customer centric leadership as well as development of competencies and behaviours which result in performance efficiency, effectiveness and customer delight.
Andre read Biological Sciences and Psychology at the University of Kwa Zulu Natal and holds a B.Sc degree and post graduate diploma in Education.
In the mid 90s, after filling various senior human resources management positions, Andre moved into contact centre management. His roles included developing and heading operations management in large “captive” contact centres. A key focus was to transform the operations into cost efficient, customer centric business units accountable for business growth, customer loyalty and revenue generation.
In 2002 Andre established himself as an independent consultant. His consulting incorporates varied experience gained in senior human resources and contact centre operations management roles. Refer www.andredaviddutoitconsulting.co.za. Andre developed most of his career in Gauteng then relocated to Cape Town in December 2007. He consults widely across all South African provinces.
Andre contributed to the development of the contact centre industry in South Africa through active participation in the DMA Tele-business Forum, the CCNG Board and as a non executive Board member of ContactinGauteng. He served for a time on the CIPRO Board. In 2004 and 2009 he was a member of the Judges’ Panel for the annual Contact Centre industry awards. Andre actively contributed to the 2006 working group for developing the BPO&O standards for the financial services sector then Chaired the Technical Committee for BPO&O Quality Standards for SABS/BPeSA (SANS 990). He was a regular speaker at local and international conferences, covering various contact centre management topics.
Speaker Profile: Dr Gordon M. Isaacs
Gordon established himself as a distinguished professional in the field of Clinical Social Work specialising in human sexuality, crisis/trauma intervention, HIV-AIDS and addictions. He has extensive experience in applying his significant academic qualifications to practical life situations and business communities.
He read Social Work at the University of the Witwatersrand and in 1971 gained a distinction in psychiatry for social workers. He obtained an M.Soc Sc. with distinction in 1979 from the University of Cape Town (UCT) and in 1989 was admitted by UCT to the Degree of Doctor of Philosophy for his thesis “Human sexuality, identity, crisis and culture”, subsequently published as a text by Oxford University Press.
Gordon’s career started soon after graduating when he opened the first Crisis Clinic in Hillbrow, Johannesburg at the invitation of the Department of Social Welfare. This was the first of its kind in Africa. Based from the Clinic, he headed Therapeutic Services as well as consulting for addiction centres (SANCA and Phoenix House) in Johannesburg. After relocating to Cape Town in 1978, Gordon was appointed to the School of Social Work at UCT where he spent seventeen years as a full time senior lecturer of which the last five years were in the position of Associate Professor and Director. Thereafter he spent five years in an honorary capacity as Associate Professor in the fields of Social Work (education, training and direct service practice), Community Health, Psychology and Social Development.
In addition to a teaching career, Gordon worked as a private practitioner and organizational consultant. He was one of the first mental health care practitioners to work with HIV and AIDS in 1983 and subsequently was instrumental in policy development for HIV/AIDS for NGOs as well as several commercial organizations in the financial services and retail industries.
Since leaving UCT in 1996, Gordon pioneered several projects, including heading the counseling service for the Trauma Centre for Survivors of Violence and Torture in Cape Town, founder member of National Association of People with AIDS (NAPWA), founding board member of the Triangle Project and recently consultant to Health4Men. He has extensive teaching and clinical experience in the field of addiction (sex, drugs, alcohol, gambling, internet and co-dependency). Over the past ten years, he served as a consultant to both staff and patients of several well established international addiction facilities in the Western Cape.
Gordon’s significant academic and clinical experience across all sectors of society with special emphasis on cultural diversity, qualified him to offer training programmes on addiction in the corporate sector, nationally and internationally. Additionally, he is currently contracted to a wellness and employee assistance programme of a large international financial services organisation.
Gordon published widely in the fields of human sexuality, crisis intervention, HIV-AIDS and addictions.
Currently Gordon lectures at the College of Applied Psychology in Cape Town, provides clinical supervision for staff in a Cape Town based primary care addiction centre and consults for SWEAT, a human rights organization working with marginalized communities. He runs a part-time private practice for assessment and referral of people with addictions. Brian Mdluli will be discussing the Consumer Regulations that have an effect or will effect how we do business in our Contact Centres.
Prior to the presentation we will be having a Panel Discussion on the current challenges in Contact Centres. This Panel will comprise of the experts in our industry in each of the regions.
14 Laws Affecting Direct Marketing
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Speaker Profile: Brian Mdluli - CEO of the Direct Marketing Association of South Africa
Brian Mdluli is the CEO of the DMA of South Africa. His appointment comes with tremendous challenges of rebuilding the DMA after the dissolution of the MFSA in 2005. His objective is to work alongside the board of committed and professional DM opinion leaders to deliver a true mouth piece for the direct marketing industry. With international sales and marketing experience, Brian also holds strong views on corporate governance and the transformation of the economy. He has extensive experience in business development and sales growth working from the ground up. Between 2000 and 2004, Brian visited 51 out of the 52 African countries to establish and develop business contacts throughout the continent, ranging from private sector through to government contacts. During the same period, he co-headed a sales team that increased the Harvey Roofing Products’ sales by 45% year on year. At the time of his resignation in 2004, Brian headed the Harvey Roofing Products sales department with an annual turnover of R36 million. He then joined Afro Cool , an industrial air conditioning company where he grew turnover by 900% during his tenure (36 months) as Group Managing Director. By 2004, Afro Cool grew from 1 client to 91 clients with four new major centres established in South Africa.During his career Brian has worked at Nedcor, Multi-Waste, Harvey Roofing Products and Afro Cool before his appointment as CEO of the Direct Marketing Association of SA in 2006.
Brian remains a non-executive director of both Multi-Waste and Afro Cool. Other positions held by Brian include:
- Non executive Chairman- Topaz Sky Group of Companies
- Chairman of the Transformation Council for the Services Sector
- Committee Member- TC 99 SABS Outbound Call Centre Standards
- Board Member- Refrigeration and Air-conditioning Empowerment Forum of SA
- Member of the OFO Council for the Services Sector
- Board Member BPeSA
- Chairman- Communication Management Services Chamber –Services Seta
- National Council Member of the Services Seta
- Services Sector Decent Work Task Team Member
Johannesburg 29th April
Presenter: Sharon Haigh
Topic: All about the Contact Centre Management Group
Speaker: Linda Gomes, Smoke CCS
Time: 10h00 to 12h00
Venue: SAP Offices,
SAP Business Park,
1 Woodmead Drive, Woodmead
Let the service revolution begin
Presentation given by Linda GomesLet the service revolution begin
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Profile: Linda Gomes
Service has always been a key focus area of Linda’s. A passion for people has seen Linda working in service orientated environments for the past 15 years. Her exposure to the Contact Centre Industry was as a result of being given the opportunity of managing 160 flex staff at one of the top 4 banking contact centres in Joburg.In 2006, she accepted a position at Discovery Health to work as a Specialist Trainer and Broker Account Manager for their then newly launched American operation, Destiny Health. With a background in formal account management Linda, focused much of her time on key relationship management for the Tufts Health Alliance in Massachusetts while developing strategic ties and supporting the expanding Wisconsin market. In addition to this Linda ran the critical Appeals and Escalations Department and made significant impact in these areas through the review and redesign of internal processes and SLA’s.
Linda moved to Merchants SA as a Project Manager for the UK based Carphone Warehouse operation in Bryanston. With new insights being gained within both the South African BPO sector and UK Telecoms’ market, Linda was again exposed to international service benchmarks and best practices.
Linda joined C3Africa Consulting in May 2008 as a Project Manager, Facilitator and Consultant and worked on a number of projects both locally and across the Southern African region.
An idealist by nature, it was a just matter of time before Linda chose to focus her time and energy on the development and management of service delivery and customer satisfaction in South Africa. Linda joined the Smoke CCS team in 2009 and with a diploma in Project Management and a registered NLP Practitioner; she uses her variety of skills and experience to head up Smoke’s Consulting Division.
KwaZulu Natal 21st April
Presenter: Sharon Haigh
Topic: All about the Contact Centre Management Group
Speaker: Rod Jones, C3Africa
Time: 10h00 to 12h00
Venue: SAP Offices,
100 Armstrong Avenue, Block 3
La Lucia
Global trends, Regional impact
Presentation given by Rod JonesGlobal trends, Regional impact
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About Rod Jones
In a career spanning over 35 years South African born Rod Jones has gained high-end experience and unique expertise in virtually all forms of advertising, direct and relationship marketing, customer service and call centres. During this period he has gained extensive knowledge, skills and expertise in strategic planning, creative development and campaign management and evaluation. He has long been recognised internationally as a subject matter expert in the field of Call Centres, Customer Management, Customer Club management, Customer Relationship Marketing, Loyalty Programmes and many related database-orientated and Direct Marketing methods.Since 1985 Rod has been at the forefront of the South African call centre industry and telephony-based marketing in South Africa and has gained extensive, specialised expertise in this field. He has served two terms as the director responsible for TeleBusiness on the executive board of the Direct Marketing Association of Southern Africa.
Rod is the CEO C3Africa Group, a professional Call Centre, Contact Centre and Customer Management consulting and training practice and operator of the web-based all-Africa contact centre industry information resource, Contact Industry Hub. The C3Africa Group comprises C3Africa Consulting, C3Africa Training , C3Africa Marketing & Events and C3Africa Research; the latter having completed the largest ever formal market quantification research into SA contact centre and BPO industry.
As professional consultants Rod´s companies provide an extensive range of professional services concentrating on the strategic, planning and operational issues of Call centres and Customer Management. An accomplished public speaker, he regularly presents papers, seminars and workshops and corporate training on various aspects of call centres, contact centres and customer relationship management. Rod´s clients include a number of blue-chip South African companies and parastatal bodies as well as organisations in Botswana, Kenya, Uganda, Rwanda, Namibia and the UK.
Cape Town 16 April
Presenter: Sharon HaighTopic: All about the Contact Centre Management Group
Speaker: Tanya Shalekoff
Topic: Leadership at all levels
CCMG Leadership Presentation Tanya Smith 31 March 2010
Click here to read Tanya´s profile
