Interactive Workshop Day: Thursday, 24 August 2017

8:30 AM - 8:55 AM Registration, refreshments and networking

8:55 AM - 9:00 AM Chairman’s welcoming remarks

9:00 AM - 10:15 AM Creating a powerful omni-channel contact and call centre for your organisation

Digital transformation is now radically changing the face of customer engagement. The revolutionary changes, with customers having digital platforms at the tip of their fingers are forcing business to evolve and adapt in order to survive and thrive in this digital age.
Understanding the behaviours, preferences, demands and expectations of the new generation of digital customers will ensure sustainable success for companies in this new digital era.
This session aims to guide participants to follow the journey of recognising and mapping the key steps in implementing successful digital customer service experience via digitalised channels in a call and contact centre in order to uncover the relationship between technology and the evolution of customer behaviour.

Key takeaways:
l Developing and understanding digital customer experience
l Shifting what is needed and what it takes to move from a traditional to omni-channel requirements
l Outlining the relationship between technology and the evolution of customer behaviour
l Changing your organisation’s culture to become more customer-centric
l Shifting the approach in adopting and using technology to ensure sustainable success in the new digital era
l Understanding the new generations digital preferences, expectations, demands and decision making process in the virtual marketplace

10:15 AM - 10:45 AM Networking and refreshments break

10:45 AM - 2:00 PM Getting the right culture for your contact centre

Ijeoma Okeke, Head of Contact Center, Etisalat Nigeria
In a region where call and contact centres are now evolving, managing a call centre’s camaraderie, morale, and culture can prove a near-impossible task.
Attend this session and find out more about the culture-change tactics to turn your call centre around in order to enhance team motivation, improve CSAT scores, and show your management a profitable bottom line.
‘Getting the right structure’ – Operating model and integration within the business
‘Getting the right people’ – Recruitment and talent development
‘Getting the right culture’ – Leadership, communication and environment

Workshop leader:

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Ijeoma Okeke

Head of Contact Center
Etisalat Nigeria

2:00 PM - 3:00 PM Networking lunch break

3:00 PM - 3:00 PM End of day workshop day

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to
replace the speaker with a speaker with equivalent insight. For the most up-to-date programme, please visit the event website.