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Dear Padawan (Delegate)
Welcome to the Contact Centre Management Group
"Star wars" Conference 2018
The CCMG would like to thank you for your support and are
confident that you will grow and develop from your experience with
us. The information available will be both informative and of long-
term benefit to you and your organisation. To ensure that you get
the most out of this event please note the following:
Badges
Please wear your badge at all times so that people can identify you and as a
courtesy to other delegates.
Registration Desk
The Troopers of the CCMG will be in attendance at all times and are very
happy to deal with your queries.
Questions
You are encouraged to ask questions throughout the sessions.
Event Evaluation
To assist the CCMG and the speakers in evaluating the event and the
content, an event evaluation sheet must be completed and handed in to
enter into the draw at the networking function on the 23rd
of August 2018.
Your input is invaluable to us and will ensure we attain our goal of being
proactive in our services and offerings.
Smoking
Please refrain from smoking in the building at all times. Smoking facilities
are available on the patios outside.
Mobile Phones
ALL MOBILE PHONES MUST BE TURNED OFF WHILE IN THE AUDITORIUM
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CCMG at your service
Sharon Haigh
CEO
Tel: 021 856 3871
E-mail:
[email protected]
Michael Haigh
Marketing and Sales
Tel: 021 856 3871
E-mail: [email protected]
Lerato Lesejane
Admin Manager
Tel: 011 438 6590
E-mail: [email protected]
Tshepo Mkhonza
Website Administrator
Tel: 011 438 6588
E-mail: [email protected]
Charl Joubert
CPD Trainer, Coach & Events Co-
Ordinator
Tel: 021 856 0031
E-mail: [email protected]
Moshe Malatji
Project Co-Ordinator and
Database Administrator
Tel: 011 438 6588
E-mail: [email protected] :
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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 is why, of course, that you have chosen to be part of
the CCMG Showcase, taking place today.
The CCMG Showcase is for YOU. We have pulled together a team of
highly-respected, experienced speakers, all of whom have proven
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 is available
to you at the CCMG Conference.
Join the vendors in the display area to find out more about their
products and services.
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The Padawan’s Reward
In your bag you will find a Game Card (Padawan’s Reward) which has
been prepared by the CCMG. Your task is to go around to all table
top displays and to attend all of the presentations available to you.
Make sure you collect a Token (sticker) from each of the speakers
and from the people in attendance at the table top displays. But
don’t just sprint through the display area! Make sure you chat to
those that are exhibiting, taking advantage of the opportunity to
understand the exciting innovations now available in the industry.
You could face a challenge in your future that could be solved by one
of our vendors or suppliers that you meet today
Once you have completed your Game Card, please take it to the
Networking Event, 8 November 2018 and stand a chance to redeem
some prizes.
We have created a special # for the CCMG CONFERENCE:
#CCMGConference2018
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CONFERENCE AGENDA
8th
November 2018
Jedi Master: Luvendra Naidu
07:30 – 08:30 Registration and Refreshments
08:30 – 09:15 Noble System – Neil Titcomb
o May the Workforce Be With You: Improving Employee
Engagement with Gamification
09:15 – 10:00 Azuka – Marco van Biljoen
o How Generational differences affect the call centre
industry
10:00 – 10:30 Tea Break
10:30 – 11:15 Ocular Technologies – Cobus Greyling &
Nzwisisa Chidembo
o “A Hero’s Journey: Where transhumanism meets
customer engagement #AIistheNewUI”
11:15 – 12:00 Ask Afrika – Sarina de Beer
o Smart data for smarter experiences – Measure what
matters
12:00 – 13:00 Lunch Break
13:00 – 13:45 Reality Check Strategies (Pty)Ltd – Richard
Nefdt
o Business Leadership is Broken
13:45 – 14:30 Alison Godenir
o Jedi Nation Reloaded – The Journey of the Millennial
14:30 – 15:00 Tea Break
15:00 – 15:45 eStudy – Gerhard Visser
o eRecruitment and Training – A contact centre solution
15:45 – 16:30 Imagin8 – Adam Rabinowitz
o Playing Chess with the Wookie: How games solve
problems in the workplace
16:30 – 17:15 Axtel Headsets - Anis Nefissi
o The New generation of professional Headsets
17:15 - 17:30 Employment Law 360 – Adv. Geoff Cochran
o Guardian Employer’s Organization
17:30 – 18:30 Networking
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Thursday, 8 November 2018
Jedi Master: Luvendra Naidu
Luvendra has spent the last 21 years in Contact Centre’s and has
experience across Telecommunications, Financial Services (Banking;
Medical Aid, Stock Broking), Emergency Services, Pay TV and Quick
Service Restaurants. This covers day to day Operational management
as well as support (Quality, Customer Experience and Innovation).
Luvendra also speak at conferences in South Africa and Africa on
Customer Experience and Quality Management and more recently,
his views on Contact Centre 2020.
He specializes in management and set up of small to large Contact
Centres (Inbound and Outbound). Quality and Customer Experience
management.
In his current role as Head: Business Development at Digital Solutions
Group (DSG), I consult to clients to build bespoke cost-effective
solutions to drive revenue generation/preservation; improve
efficiencies/effectiveness and customer experience in their Contact
Centres.
As Head of Operations at DSG, he is responsible for driving
effectiveness, efficiency and quality across Digital Solutions Group’s
diverse client base. He loves to travel and is a devoted family man!
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Noble Systems - Neil Titcomb
Topic of the presentation: May the Workforce Be With You: Improving Employee Engagement
with Gamification
Brief Overview of the presentation: This presentation will demonstrate how to transform your contact
centre by improving agent productivity, reducing employee turnover
and absenteeism and ensuring that the workforce is aligned with
your corporate goals and objectives.
Gamification in the contact centre can offer a significant business
case with a compelling Return on Investment with typical payback in
just over four months. Neil will cover how these benefits are
delivered through an increase in productivity and performance, as
well as a reduction in agent turnover and attrition.
On top of the tangible benefits, there are a number of soft benefits
that Gamification can also deliver such as a positive effect on the
contact centre culture, increased employee motivation, increased
intrinsic and extrinsic employee satisfaction. In addition, enabling
your contact centre to compete effectively in the employment
market against your competition by not only retaining, but also
attracting the highest caliber of candidates.
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What you will take away from this presentation: This presentation will demonstrate how to achieve significant
improvements in productivity, combined with a huge reduction in
employee turnover, ensuring that the workforce is aligned with your
corporate goals and objectives.
How to use gamification strategies to align your business
objectives with agent activity
Methods used to create equity across disparate groups of
agents
How to engage the agents to self-evaluate behaviour
How to motivate across the generational spectrum of
employees
Methods to hold Supervisors accountable and ensure that
they stay highly engaged
More about Neil Titcomb: Neil Titcomb heads up a sales team for Noble Systems across
Southern UK, Ireland and South Africa. He is responsible for all new
business and existing customers using Noble’s innovative cloud based
solutions and ensures they provide continued measurable business
value. Prior to working for Noble, Neil ran Commercial sales for
Genesys UK and previously Interactive Intelligence prior to their
merger. Before taking leadership roles, Neil sold UC and Contact
Centre solutions for many years and was involved in the sale, design
and configuration of many contact centres across EMEA in many
business verticals. Neil holds a bachelor’s degree in Industrial design.
In his spare time Neil loves to travel and enjoys many sports including
football, Formula 1 and tennis.
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Company Overview:
Noble Systems is a global leader in the customer communications
industry, providing innovative solutions for Contact Centre,
Workforce Engagement, and Analytics technologies. Tens of
thousands of agents at 4,000+ client installations worldwide use
Noble platforms to manage millions of customer contacts each day.
Noble offers a unified suite of inbound, outbound and blended
omnichannel communications, strategy planning, resource
management, and compliance tools for companies of all sizes. Our
premise, cloud, and innovative premise/cloud hybrid platforms
include ACD, predictive dialling, blended processing, recording and
monitoring, IVR, messaging, interaction analytics, workforce
management, and gamification.
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Azuka – Marco van Biljoen
Topic of the presentation: How Generational differences affect the call centre industry
Brief Overview of the presentation: Generational Differences and How they effect the call center
industry:
How did we in the call center industry connect to our potential
clients 20 years ago?
How did we connect 10 years ago, and how do we connect to our
customers in the
2018?
A seemingly simple question, but one that can significantly improve
results by simply basing it on how we interpret our client base, the
demographics of our country as well as the generational differences
in both the workplace as well as our customer base.
It is frightening to know that there are call centres that are still
connecting with customers the way they did 10 or 20 years ago. It is
equally as frightening to know that in an ‘unregulated’ environment
such as the environment in South Africa many have gotten away with
so much up to now.
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This discussion is about how you, as a call center leader will have an
effect on your environment for the future, and how you will adapt to
customers in your environments. It will also show you the internal
“Heartbeat” of your workforce. In this industry, we’ve been able to
call ourselves the customer interaction experts, yet some of us have
not adjusted with the ever-evolving generational gap. Moors law and
the effect it had on the whole IT industry has had a significant effect
on not only IOT (The Internet of Things) or the way in which we do
business, but also in how our customers would like to be connected
to.
This discussion hopes to inform, or at the very least enlighten you in
the ways that the different generations are opening up their hands
and in the same way saying, “speak to us, but on our terms”. We can
no longer dictate to customers on how they should be communicated
to, or when. We need to either adapt or get out of this business, as
we will no longer have a place in the spotlight. Much like the story of
Icarus and the labyrinth of Minos, the people who are flying the
highest after first managing to get out of the maze, but by not
changing, will fall quite swiftly.
What you will take away from this presentation:
Voice definitely isn’t dead, yet.
Omni-Channel will forever be king
Adjust your view of how you connect to your customers or
else
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More about Marco van Biljoen Marco Van Biljoen started his career as a programmer, developer and
network engineer for FNB. Being exposed to the telephony space, he
became involved with the first Avaya solutions bought into the
country. He was able to work with Avaya in the call centre industry
credit management and the telemarking space.
In 1998, Marco started his own company, Telesto Communications,
which managed a number of companies’ call centre platforms across
Africa, Middle East, Asia and Europe. In the years to come, Marco
started multiple companies which were bought by JSE listed entities.
At the time, Marco and his teams were the third tier support partner
to Avaya at the time. Since the sales of these companies, Marco has
been senior in a few listed companies such as Jasco, Dimension Data
and Digital Connect and in the last year Marco joined the Azuka team
as the Head of Business Development.
Company Overview: Azuka specialises in evolving Data Analytics and Omni Channel
Communications. We have identified a suite of products that cover a
number of areas where businesses are “feeling pain”. From a
customer engagement perspective, Human Asset Management, e-
Learning, Quality Assurance and Business Analytics, Azuka has a
solution to assist you.
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Ocular Technologies
Cobus Greyling & Nzwisisa Chidembo
Topic of the presentation: “A Hero’s Journey: Where transhumanism meets customer
engagement #AIistheNewUI”
Brief Overview of the presentation:
“While it was true just a few years ago that AI and Machine Learning
was more applicable to the FAAMG companies – Facebook, Apple,
Amazon, Microsoft and Google – the world is evolving, and things are
changing at a rapid pace. Incorporating these technologies into
existing Contact Centre, Workflow, ERP and CRM systems brings
about a whole new dimension of Customer Engagement, all while
leveraging off existing people, processes and technologies.
Many researchers believe conversational AI will soon be developers’
first priority, surpassing cloud-native and mobile-first projects in
importance. “Chatbots” and “VoiceBots” – built on a foundation of
containerized microservices and connecting to back-end systems –
are not only an easy way to break into conversational UIs, they’re an
onramp to building and training artificial intelligence.”
What you will take away from this presentation:
How conversational messaging balances operational
efficiency with customer experience excellence
The strategic activities required to support deep customer
engagement and employee satisfaction
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How brands infuse intelligence, accuracy, and precision into
company/customer conversations
How to leverage current investments to build next-generation
customer service capabilities with Bots and Artificial
Intelligence
More about: Cobus Greyling Cobus Greyling holds 4 tertiary qualifications, including a Post-
Graduate diploma from the University of Pretoria in GIS. Over a
period of more than 18 years he has visited 18 countries, and has
worked in 5 countries, with 8 GSM networkers, and more than 14
companies. Being involved with self-service in Voice Biometrics,
Conversational Interfaces (Amazon Echo, Google Home, Chabot’s),
Cognitive Computing, Linguistic Analysis and Ambient Computing.
Cobus has experience in the areas of training, development, project
management and executive overviews and presentations.
Cobus also has experience in GIS (Geographic Information Systems),
understanding spatial analysis etc.
Countries worked in:
South Africa (Various Companies), Lesotho (Vodacom), Tanzania
(Vodacom), DRC Congo (Vodacom), Nigeria (VMobile, Celtel), Finland
(Tecnotree)
Countries visited:
Congo Brazzaville, Namibia, Botswana, Zambia, Zimbabwe, Egypt,
France, Netherlands, Switzerland, Belgium, Germany and Italy.
More about: Nzwisisa Chidembo Nzwisisa is the Technical Product Manager at Ocular Technologies.
He specializes in leveraging artificial intelligence solutions to
transform organizations into heroes in the eyes of their customers.
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With more than 12years of international experience, Nzwisisa has
worked in various industries such as telecommunications, e-
commerce, biotechnology, and retail. He’s lead various skilled teams
in optimizing business process, applying effective solutions, while
liaising with various stakeholders and overseeing system integration
projects. Nzwisisa is an internationally published author and was
nominated as a Global Young ICT Leader in 2017 by the International
Telecommunications Union. Holding a Master’s Degree in
Information Technology and more than a dozen certifications,
Nzwisisa is always seeking for new ways to exploit technology for
tangible returns. Nzwisisa is also a member of ITWebs Artificial
Intelligence advisory board of 2018.06.05
Company Overview: Ocular Technologies is a specialist Customer Engagement and Digital
Experience solutions provider, with a unique set of individuals that
are experts in understanding, managing, and ultimately ensuring, an
optimal customer experience. With a vision of being regarded as an
internationally respected leader in the customer engagement
market, we strive to have our customers appear as heroes in the eyes
of their customers.
With over 15 years’ experience in the customer contact life-cycle
space, the team at Ocular creates quantifiable business impact
through Intelligent Interaction Management, Robotic Process
Automation, Natural Language Processing and Cognitive Analysis &
Design.
Drawing from a focused selection of best-of-breed technologies and
methodologies, Ocular is uniquely positioned to offer everything
from strategy and planning, through implementation and delivery, all
the way to enablement and operations.
As a 100% Black-owned, Level 1 BBBEE contributor, Ocular has the
added advantage of offering a Preferential Procurement level of
135%.
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Ask Afrika – Sarina de Beer
Topic of the presentation: Smart data for smarter experiences – Measure what Matters.
Brief Overview of the presentation:
In an increasingly competitive and fast-moving environment with
customer needs changing faster than what most can keep up with, it
has become imperative that your service measurements are relevant
and enabling. This presentation is aimed at highlighting what matters
most to SA consumers today. What are current successes, where are
the pressure points, what ca we learn from best practice.
Technological investments have changed the game, by elevating
service levels significantly. But while this has enabled companies to
provide greater and faster accessibility; companies have not
mastered the art of relationships and emotional satisfaction. People
in general are becoming emotionally more disconnected and this
includes customers as well as the companies that service them. What
does this mean for customer loyalty, how will you engage with a
disconnected, critical client?
What you will take away from this presentation: The Fourth Revolution is breeding an “everything-on-my-terms-
consumer”- how will we say no when we have to?
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More about Sarina de Beer:
Managing Director – Ask Afrika PTY (LTD) Formal Qualifications and courses:
1995 Honours - Psychology – University Pretoria
2000 Master of Arts – Psychology
2005 Master of Arts - Research Psychology – University Pretoria
2011 AVIRA - INSEAD
2017 Strategic Marketing - INSEAD
Sarina de Beer is Managing Director at Ask Afrika. She is steeped in
the Ask Afrika tradition of strong academic grounding. She has two
Masters degrees, in Psychology, and in Research Psychology, having
started her career as a lecturer at the University of Pretoria. Here her
driving ambition was born to become a respected researcher. This
drive flourished at Ask Afrika where she managed to create a synergy
between business consulting and research.
Sarina’s conceptual mastery is annually showcased at the primary
conferences the Ask Afrika Group offer- the Orange Index® and the
Icon Brands™ benchmarks. Her incisive analytical capability teamed
with an intuition for picking up on social trends has made her a well-
respected persona in the industry.
Sarina has successfully blurred the lines between research and the
consultation of business-driven clients to ensure that they derive
commercial value from research. Her business exposure lies across a
range of industries and she has a passion for identifying trends that
impact brand expectations in the financial-services sector, and the
media industry.
Together with her team, Sarina's futuristic outlook has ensured the
differentiation of Ask Afrika by delivering research projects that
enable decision-making. She is highly committed to the return on
investment of human capital, and this is evident by the trust that the
employees place in her.
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Sarina’s authenticity is often remarked on, she is completely trusted
by client partners to navigate the tightrope of client centricity and
analytical rigour. Most remarkably, she walks the tightrope in red-
soled stilettos.
Company Overview: Ask Afrika has grown to be the largest independent South African
market research company with fieldwork capabilities in 95% of Sub-
Saharan Africa. Proud of our local relevance, we continuously
benchmark ourselves against the global context. Ask Afrika fuses art
and science in perfect unity, crafting solutions to enable credible
conversations about challenges in today's dynamic business
environment.
Our national fieldwork force enables large-scale quantitative surveys
for a number of our clients and TGI South Africa and the expansion of
our African footprint gives us solid experience in over a dozen African
countries.
Ask Afrika’s capabilities extend the full spectrum of both qualitative
and quantitative research methodologies, including Computer
Assisted Telephonic Interviewing (CATI), Computer Assisted Personal
Interviewing (CAPI), Paper Assisted Personal Interviewing (PAPI),
Online and Mobile Data Collection, In-depth interviews and Focus
Groups to mention some. Our comprehensive team of statisticians
and researchers involved in programming, analysis and advanced
modeling ensures quality information in the palm of your hands. We
boast an 80 seater state-of-the-art call centre and a large contingent
of experienced B2B and B2C interviewer teams known for quality
interviewing.
We are known for our objective performance evaluations through
national benchmarks on Service Excellence (Ask Afrika Orange
Index®), Corporate Reputation and Trust (Ask Afrika Trust
Barometer®) and Brand Performance (TGI Icon Brands™), Ask Afrika
Kasi Star Brands, the Digital Barometer, Ask Afrika Youth Brands and
Gateway. Ask Afrika is known for its exceptional service delivery and
innovation.
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Our multi-disciplinary approach combines statistical intellect and
psychological perceptiveness with business acumen and industry
understanding, unveiling the answers to the most challenging
business questions. An educated, intelligent and inquisitive staff
complement works within this framework, giving our clients the
benefit of creatively applied research science, packaged in a
simplified, actionable format.
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Reality Check Strategies - Richard J Nefdt
Topic of the presentation: Business Leadership is Broken
Brief Overview of the presentation: In a Business World driven by numbers, the acute absence of
strategic reporting and provision of a solution to a global workforce
crisis should present a significant concern to all.
The fact that Business Leadership have failed to address this alarming
phenomenon and choose rather to hold onto inefficient, wasteful,
and massively costly strategies is a tragedy of profound proportions.
Today, we introduce to an integrated, scientifically validated
strategy, 32 years in the making, specifically designed to provide a
solution to this workforce crisis.
Business Leadership is Broken.
The alarming Facts:
The challenge facing Business Leadership in addressing one of
the top 4 Business Trends in 2018
The Missing 85% Link in Business Leadership
Evaluating the value or lack thereof of current Business
Leadership.
How much time and effort are wasted on non-value creation.
The Setting Sun of outdated and irrelevant Control &
Predictability Modules.
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The insanity on not embracing a strategy of creative change,
even in the face of absolute and complete failure.
The Rising Engagement Sun of Uncertainty & Creativity.
Creating a system that forces Business Leaders to endorse a
fantasy of creative effort. Alignment
The importance of Flow and the elimination of Constraints.
The hypercompetitive world of 21st
century work has no room
for waste and impediments.
“Tactics without Strategy is the noise before defeat” Sun Tzu
A scientifically validated strategy, providing Business
Leadership and Managers with the necessary resources to
optimize the RoadMap of Success.
Understanding the cycle and impact of New Strategy
implementation.
Finally – Human Capital on the Balance Sheet.
Audit & Management Reports. A sustained Compass Heading.
“You can’t manage what you can’t measure” Peter Drucker
What you will take away from this presentation:
Introduction to a simple to use, yet sophisticated Strategy
Program that:
o Activates individuals and groups within the
organization to achieve great goals
o Ensures everyone not only visualizes the end goal but
delivers incrementally to the achievement thereof.
A unique experience of commanding potential.
Business Leadership creating Value.
Business Leadership becoming relevant.
More about Richard J. Nefdt Richard’s career path has its foundations in the Corporate Sector.
o 20 years – Engineering, Hi-Tech specialist, design and
manufacturing. Mechanical Engineering and Director on
several boards – Local and International.
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o 20 years – International Business Development and
Strategy.
One of the first South Africans, to engage the developing
opportunities in the Arabian Gulf, bridging technological prospects
for South African companies.
Most of all, a passionate entrepreneur, who has benefited from the
pragmatism of structured engineering processes coupled with the
vision of business potential and development.
“Its all about transforming dreams, vision and concepts into a state of
tangible and sustained reality. That’s what fires me up each
magnificent morning.”
Richard now assists individuals and organizations in realizing their full
potential, identifying and celebrating their strengths and natural
talents, increasing their personal power & guiding them to becoming
more of who they really are.
Richard is the Chief Executive of Reality Check, the world leading
producer of EcoMetrics, a scientifically validated assessment
optimizing Organizational and Employee Engagement.
In 2013, the company entered into a partnership agreement with
Deloitte. Richard is also the Chairman of Zynapsis, specialists in
Strategic Development Programs.
Company Overview: Producers of the world leading Reality Check EcoMetrics™
Organizational Health Strategists for over 12 years.
We provide the Employee Engagement metrics and interventions to
optimize Organizational Human Capital.
Assisting organizations in creating an engaging Ecosystem.
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Alison Godenir - Alison Godenir
Topic of the presentation: Jedi-Nation Reloaded – Magnetizing Millennials
Brief Overview of the presentation: Consider the statistic that 46% of the South African workforce is
Millennial – it’s time to fully understand the dynamics of this
generation to enhance relevance, engagement and innovation. The
Magnetizing Millennial Presentation covers a two way perspective:
1. To the Millennial’s: the pros and cons of your generation –
deal with it!
2. To the other generations: the pros and cons of this large
generation – how to collectively blend!
Luke is a new generation Jedi. He is 27yrs old and a global citizen.
Luke has recently joined the organization and is facing serious
challenges regarding “fitting” with the current status quo. He finds
the “old world order” restrictive, uninspiring and outdated and
genuinely believes he has all the answers to a “new way of being”.
This presentation deals with:
Unpacking some illusions Luke needs to personally dispel
regarding generational entitlement
Messages to the “old world order” on how to ignite the Luke
Force
Determining “new” galactic pathways to ensure galactic
supremacy.
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What you will take away from this presentation: New thinking around creating environments rich in difference that
seamlessly blend qualities needed in business today by:
Reversing negative judgement into positive acceptance
Synchronizing innovation with confidence
Cultivating risk with experience and creativity with practicality
Creating collaboration with individuality and communication
with honesty and transparency
Co-creating new ways of being
More about Alison Godenir: I am Alison Godenir and I co-create New Ways of Being
I am a non-traditionalist who goes out on a limb to seek creative
solutions from new perspectives. Some would call me a “global
shaper”. As a Generation Specialist I serve as a bridge, synergizing
generational differences, through a unique process called “Gen
Blending”. My aim is to raise consciousness of an -cooperative,
omniworld humanity. I am one who believes I was born as change
not into change and this ethos serves as my inspiration.
I embrace the concept of transformation through Conscious
Capitalism and I live by the premise of being authentic in activity
versus seeking visibility. My intent is to guide and help break away
from the norms of social conditioning and to think for themselves,
becoming co-creators in a new way of being.
My responsibility is to be an ambassador for change, to bring new
modules of thought, behavior and integrity to the world. I strive to
change the global conversation from problems to solutions and to
shift humanity from the old paradigm of dependence and scarcity
models to interdependence and abundance modules.
I am a “new thinker” and a “way shower”
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Company Overview: As a Generation Specialist, I ardently believe an organization is only
as good as its ability to embrace relevance and fluidity. Building and
sustaining intergenerational relationships form the basis of my
evolutionary initiatives, which in turn improve moral, engagement,
performance, productivity and profitability.
Company Overview: I am a Generation Specialist. I ardently believe an organization is only
as good as its ability to embrace relevance and fluidity. Building and
sustaining intergenerational relationships form the basis of my
evolutionary initiatives, which in turn improve moral, engagement,
performance, productivity and profitability.
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eStudy – Gerhard Visser
Topic of the presentation: eRecruitment and Training – Revolutionary new contact centre
solution
Brief Overview of the presentation:
Are you experiencing the following challenges in your contact
centres?
• High cost of recruitment and initial training
• Struggling to recruit GOOD quality people with the potential
to grow to SUPER AGENTS
• High abscondment / resignation rate leading to excessively
high recruitment requirements, year on year
eSTUDY is a digital training company that helps businesses to upskill
and train their staff with cutting edge technology and training
innovation. eStudy offers a eRecruitment and Training solution for
high volume and specialist recruitment projects, especially for the
Contact Centre Industry.
What you will take away from this presentation:
The presentation will cover:
A revolutionary new recruitment methodology based on a
digital platform, recruitment tools and relevant content
Demonstration of the recruitment methodology & tools
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The eSTUDY Solution:
A revolutionary, digital based, recruitment methodology / tools to
drastically increase the quality of your screening processes, assisting
job seekers to take an informed decision on the feasibility of a career
in the contact centre industry.
More about Gerhard Visser Snr:
Gerhard Visser (Snr) is a professional management consultant, with
specific reference to business development, across various
industries. He is shareholder in the BEE Analyst & Associates group,
including eStudy.
As a management consultant, with the focus on B-BBEE and Skills
Development, he is directly involved in various international
businesses, such as EuropAssist, Societe Generale, TiAuto, to name a
few.
After spending more than 30 years in the “business development
arena” he understands the challenges regularly faced by the
corporate sector, and develops unique and practical business analysis
methodologies and tools. The focus is always on converting theory
into practical solutions.
Gerhard studied Research Psychology, on a Master’s degree level, at
University of Pretoria, and also achieved the Diploma: Marketing
Management at Damelin.
Company Overview:
eSTUDY is a digital training company that helps businesses to upskill
and train their staff with cutting edge technology and training
innovation. We give businesses access to world-class training
technology and revolutionary training methods.
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As a proudly South African company with international flair and local
accreditation, eSTUDY meets all the necessary BEE criteria.
eSTUDY is built on 4 pillars:
1. Superior Learning Management System
Superior training technology serves as a digital platform to
conduct training, manage training programmes and provide
management reports on training activities.
2. A Vast Library of Content
eSTUDY possesses SA's most comprehensive content library with
vast Cross Knowledge, as well as eSTUDY resources, plus a
number of Category E and/or CPD courses, accredited Unit
Standards and accredited Internship Programmes.
3. Cutting-edge Content Development Tools
eSTUDY develops custom-made training material and content
(off-the-shelf and accredited) in partnership with Cross
Knowledge, a Wiley Brand.
4. Training Intelligence
The eSTUDY offering includes a full set of analytics, including
dashboards, supported by automated scheduling of reports for
your Management and Directors’ meetings.
For more information visit www.estudysa.co.za or phone us on
+27(0)86 137 8839
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Imagin8 – Adam Rabinowitz
Topic of the presentation: Playing chess with a Wookie:
How Games solve problems in the workplace
Brief Overview of the presentation:
It’s going to be a long 2 days at the CCMG. In this session you’re
going to learn something new by playing games. On your phone. So
bring your phone!
Staff turnover in Contact Centers is high. Staff morale in Contact
Centers is often low. These two factors combine to deliver poor
customer service in the Contact Center environment, which is often
the single most important customer facing environment for most big
businesses.
My exposure to corporations in the Lecturing environment supports
the view that Contact Centers employ millennials who are often using
the contact center as a stepping stone or way station between
meaningful jobs. As a result, interest in the work is low. However, the
contact centre is the customer’s first point of contact with your
organization.
I’ll introduce a concept called the Service Profit Chain and
demonstrate the between people and excellent customer service.
Then you’re going to download and play the game we’ve created
especially for this conference.
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Gamification in the workplace has proven to alter staff morale and
has had a significant effect on customer service. A study involving
gamification in a Contact Center shows improved staff participation,
higher levels of motivation and improved customer ratings.
This talk will show you how Imagin8’s 7 C’s of Gamification,
combined with leadership orientation towards the Service Profit
Chain results in significant improvement in Customer Centricity and
Staff engagement.
More mind blowing than the talk is that you’ll experience the effect
of gamification, live, in the presentation.
Imagin8 has developed a mobile game especially for this CCMG
presentation to demonstrate the concepts and impact of
Gamification.
This presentation will demonstrate how Imagin8 can help Contact
Centers by integrating gamified mobile apps with Contact Center logs
in order to turn repetitive work into a challenging millennial-oriented
fun environment.
What you will take away from this presentation: You’ll learn about why games are so effective in improving
performance and staff engagement. You’ll experience the 7 C’s of
Gamification and you’ll understand how these can help you improve
performance in your Contact Center. You’ll also discover how
Imagin8 can help you create custom games that make your agents
more productive.
Company Overview: Imagin8 is an innovative tech firm that delivers a multitude of online
and mobile solutions to both individuals and corporates. We
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integrate data through our efficient and accessible platforms to make
you and your staff more productive.
We turn data into something really useful. Imagin8’s Real Time
Intelligence data platform connects customers to real time
information that adds value to the services they provide to their
customers.
Imagin8’s Gamification expertise helps Contact Centres boost
performance. We design custom game environments and deploy
mobile games to your Contact Centre agents to improve their levels
of engagement and motivation, which in turn delivers greater value
to your customers.
Imagin8 provides real-time information about motor vehicle values,
vehicle technical details, vehicle ownership and traffic fines as well as
consumer credit information.
For individuals, Imagin8 offers the eValue8 app – a complete
personal inventory and asset management app that helps you
manage all your “stuff” – cars, home appliances, electronic goods –
pretty much anything and everything you own. Download the
eValue8 app free from the iTunes and Google Play stores.
Imagin8 has cloud based applications for Contact Centres, insurance
brokers, auto dealers, panel beaters, assessors, online car sales
platforms, guest speakers and educators, and individuals for personal
inventory management.
Contact us: [email protected]
Call: 081 680 8888
Website: www.imagin8.co.za
More about Adam Rabinowitz: Adam Rabinowitz is the CEO and Chief Imaginator at Imagin8. He has
a B.Com from WITS, and an MBA from GIBS (2005).
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His training is IT, but he’s a far more diverse character in real life.
Apart from running Imagin8 he
coaches and mentors small businesses
lectures for University of Stellenbosch
is the key strategic partner for Business Builder’s Group (SA),
a business network that grows small business
is the author of How to Create, Manage, Fix and Grow your
Small Business
writes fiction under the pseudonym Adam Alexander (www-
adam-alexander-author.com)
sings and plays guitar
Adam loves change and breaking new frontiers. “If it’s been done
before, we’re not interested,” he says when asked about the kind of
business opportunities he brings into the business. “We’re constantly
looking at where we can add value to our customers, and that usually
involves developing products and functionality that doesn’t exist.”
As guest faculty for University of Stellenbosch he has designed and
delivered Entrepreneurship programs in Southern Africa, and has
lectured on topics including Leadership, Operations Management,
and Entrepreneurship to clients which include the major banks and
insurance companies, amongst others.
His philosophy of business allows him to to do far more with far less.
He founded Imagin8 in 1997, reinvented the business in 2005, and
has led the company through several periods of exponential growth,
all as a result of his core philosophy of doing more with less.
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Axtel Headsets - Anis Nefissi
Topic of the presentation: The New generation of professional Headsets
Brief Overview of the presentation:
This presentation will demonstrate how we became the most
dynamic global vendor of professional headsets. We are going to talk
about Axtel products: professional headsets, unified
communications, wireless solutions, cables and accessories.
What you will take away from this presentation: -how long has Axtel been in the market in Africa and France
-who cooperates with us
-quality of our products
-who are our clients
-features of our products
-benefits from cooperation with Axtel Headsets
Company Overview: Axtel Headsets is a global vendor of professional headsets and
communication solutions dedicated to Call Centers and office
industry. When designing our products, we focus on expectations
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and needs of users, as we aim to create the products that facilitate
the work of our Clients Taking advantage of development in sound
technology, we focus on bringing more naturalness to the
conversation with the headset. With this aim in mind, we make our
best not only to follow the trends on the market, but also to go
beyond global quality standards of professional headsets. We do it
all, as our main goal is to create products that bring added value to
our customers’ business. For Axtel, sound quality, reliability and
maximum comfort of use are the main features of a perfectly
designed headset. Having that in mind, we have created a rich
product portfolio for business, gaining customers' trust worldwide.
Contact Us: [email protected]
Call: +33 (0)6 16 225 839
Website: https://www.axtelheadsets.com/en/
More about Anis Nefissi: Anis Nefissi has gained a breadth of experience as a Sales Manager
within various companies. He has the primary role of leading the
sales department, overseeing activities of the junior and senior
professionals and monitoring performance as a whole. He defines
and communicates the business’s KPIs and targets to junior sales
personnel on a regular basis, analyses patterns in consumer and
market behavior, and subsequently defines data-driven action
strategies in order to consistently optimize the business’s commercial
performance. He also plays a major strategic role in the sales
department. He is tasked with implementing sales strategies that
further the department’s agenda and drives enhanced revenue
generation for the business. He delivers an optimized market mix
relative to the core target consumers and identifies the roadmap that
will lead to achievement of the department’s goals as well as the
overall goals of the business.
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Employment Law 360 - Adv. Geoff Cochran
Topic of the presentation: Employment Law 360 (Pty) Ltd. / Guardian Employer’s Organization
Brief Overview of the presentation: Employment Law 360 is a specialist advisory & litigations
organization supplying various businesses with professional services
in relation to all aspects of labour and employment laws in the RSA &
neighboring countries. Employment Law 360 works hand in hand
with Guardian Employers organization (GEO) so as to conform to the
representation aspects contained in the LRA.
What you will take away from this presentation: Are your IR/ HR processes in place effectively to manage your risk?
Do you take up valuable time dealing with hearings, CCMA cases and
the likes?
More about Advocate Geoff Cochran: Advocate Geoff Cochran is the Owner of Employment law 360 and
KZN Regional Manager of GEO. He has over 20 years’ experience in
Labour and employment law. Adv. Cochran has been involved with
the GEO since its inception and first registration 21 years ago and has
practiced in the Labour Law fields in South Africa, neighbouring
countries and internationally (UK & USA).
Geoff Cochran is an admitted Advocate of the high court of South
Africa. He holds both a B.Proc and LL.B degree with an honours in
Labour Law. He is currently involved in advising many business in the
field of labour law including High court and Labour court litigations as
well as internal industrial relations disputes.
