Every call centre and customer service professional`s favourite conference is back. Customer Contact World 2001 - CRM & Call Centres (formerly known as Call Centres Africa) is the annual meeting point for the customer contact industry. This is the seventh annual conference and is on from 10 to 12 July at The Dome at Northgate in Midrand.
Commenting on the event, Traci Freeman, project director for Customer Contact World, says: "Our event theme for this year is `Love your customers` and both the exhibition and conference forums aim to assist the South African customer interaction industry to forge and develop profitable customer relationships like never before.
"The conference this year delivers an array of new and exciting speakers, interesting and innovative case studies and some specialist workshops," says Freeman. "Be it to deploy the right CRM or call centre solution for your organisation, to seamlessly integrate front-end with back-end systems, to hire, train and motivate your staff, or simply to keep yourself abreast of the latest technologies and worldwide trends, there will be a conference session, an industry expert or technology specialist to guide you and to share their valuable insight and knowledge with you."
The Customer Contact World 2001 conference features numerous distinguished keynote speakers and presentations. Among them is one of Walt Disney World`s "Disney Approach Business Programs". Mary Cooper from the Disney Institute presents the world-renowned "Disney approach to customer loyalty", sharing with local business how Disney creates service that keeps customers coming back.
Dr David Freemantle, one of the world`s leading authorities and authors on motivation and customer service, reveals research and examples of companies around the world that have thrashed the competition by "pushing back the boundaries of customer contact" and gives the audience five practical steps to achieve the same.
Dr Brian Bergeron, an Internet-age customer care visionary and author of "The Eternal E-Customer: How Emotionally Intelligent Interfaces can create long lasting customer relationships", will teach delegates how to achieve a "360^0 view" of the customer.
Niels Kjellerup, known worldwide for his case study on 126 call centres entitled "Why call centres fail" will present his most recent work "Using the contact centre as the laboratory for CRM implementation". His concept has been hailed as a breakthrough by industry observers.
"The programme is packed with many other call centre and CRM experts that will show delegates how to deliver consistent high-quality communication to customers, add value at every point of customer transaction and transform their call centres into contact centres for the new millennium." says Freeman.
On the more practical side, there are also pre- and post-conference workshops. Dr Freemantle delivers his masterclass on developing a highly motivated customer contact team. The Call Centre Manager`s Guide to Staffing Issues workshop delivers practical approaches to staff issues affecting contemporary local call centres. Appropriately after the conference, the event concludes with a workshop on "Putting it all together". This concluding workshop works delegates through the process of developing, constructing and operating a fully CTI and CRM-enabled customer contact centre.
The event is sponsored by PQ Africa, Grintek Telekom, MB Worksoft, Advancenet, Avaya and Dimension Data, and is endorsed by Call Centre Networking Group and SA TeleLINK. The exhibition features SA`s leading call centre and CRM consultants, solutions and products.
For more information on, or to register for the conference, visit the Customer Contact World Africa link at www.ccworldnet.com, email mailto:traci.freeman@terrapinn.com or telephone the organiser, Terrapinn, on (011)-463 2802.
Share
Editorial contacts