Sometimes we do not have to look further than our own doorstep for inspiration and motivation. Our aim will be for a no Waffle, no Sales Pitches just Straight Talking from the industry Subject matter Experts.
- The format of the Conference will be a Virtual Conference on Zoom. This will ensure that we get the maximum number of delegates.
- Each speaker will get 30 minutes to present their thought leader’s address.
- There will be 3 – 4 speakers per Topic
- The Delegates will also have an opportunity to ask questions.
We want to explore the following topics at the conference, ensuring we cover the people process and technology within each of these topics.
1. High Employee Turnover
Interest Points:
- Frequent hiring and training cycles
- Low employee engagement and satisfaction
- Competitive job market
Recommendations:
- Implement comprehensive onboarding and continuous training programs.
- Foster a positive work culture and provide clear career progression paths.
- Offer competitive salaries and benefits to retain talent.
2. Customer Experience Management
Interest Points:
- Balancing efficiency with quality service
- Managing customer expectations in diverse markets
- High competition in customer service sectors
Recommendations:
- Implement customer feedback systems to continuously improve service quality.
- Use advanced analytics to personalize customer interactions.
- Regularly train staff on customer service best practices and soft skills.
3. Technological Integration
Interest Points:
- High costs associated with new technology implementation
- Training staff on new systems
- Ensuring compatibility with existing systems
Recommendations:
- Conduct a cost-benefit analysis before implementing new technologies.
- Provide comprehensive training and support during technology rollouts.
- Pilot new technologies in small phases to test compatibility and functionality.
4. Regulatory Compliance
Interest Points:
- Complex and varying regulations across regions
- Risk of fines and penalties for non-compliance
- Need for continuous staff training on compliance issues
Recommendations:
- Establish a dedicated compliance team to stay updated on regulations.
- Invest in compliance management software to automate monitoring and reporting.
- Conduct regular training sessions on regulatory requirements for staff.
Topics are subject to change if there is a Sponsor clash or lack of speakers.
Deadline for Submissions: 29th November 2024
To be reviewed by the Events co-ordinating team
Please e-mail your submission to Sharon.haigh@ccmg.org.za
The events co-ordinating team will be looking for the following:
- Topic of the presentation.
- An overview of the presentation.
- 5 bullet points that the delegates will learn from this presentation.
- Picture of the speaker.
- Bio of the speaker.
- Company logo.
- Link to the company website for the delegates information.
- Why you feel that you are the right person to deliver this information to the Contact Centre Industry. Middle Management to executives.