OH, THE PLACES WE`LL GO! CONFERENCE. The. presents: The #1. Official website: Twitter: #OHCCMG. Contact Centre Conference

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1 The OH, THE PLACES WE`LL GO! presents: CONFERENCE ugust 2017 A g r Johannesbu May 2017 Cape Town - 24 The #1 Official website: Twitter: #OHCCMG Contact Centre Conference In South Africa in 2017

2 24 May 2017 President Hotel, Bantry Bay CT Oh, the Places We`ll Go! Conference ABOUT The Dr. Seuss themed CCMG Conference titled "Oh, the Places We`ll Go!" is the premier event of 2017 for South African Contact Centre professionals. It presents the latest insights from the country s leading industry experts who provide state of the art solutions, techniques and know-how. Discover new strategies to transform your business and deliver customer experience that is personal, efficient, engaging and consistent across every communication channel and build lasting customer loyalty. The Conference is brought to you in partnership with our sponsors. Visit: conference.ccmg.org.za

3 Oh, the Places We`ll Go! Conference WHAT TO EXPECT August 2017 Montecasino, Johannesburg...since then, everything has changed again! In 2017 should expect absolutely everything that you need to know about the latest in Contact Centre technology, know-how, customer experience, analytics and staff engagement and retention. The Conference is the place where movers and shakers, innovators, and people who make things happen share their secrets to success and weigh in on current issues effecting the Industry. It`s the only South African Contact Centre conference which lets you peek into the future of the industry and identify those strategies and actions which are guaranteed to propel your business forward. BOOK YOUR SEAT BY 1 APRIL 2017 FOR CAPE TOWN AND 1 JULY 2017 FOR JOHANNESBURG FOR EARLY BIRD DISCOUNTS! "Oh, The Places We`ll go!" presents evidence and experience: innovative approaches and the best experts who use case studies to demonstrate how to take your Contact Centre`s growth to the next level. Last year we went down the Rabbit Hole to experience the unknown future. We discovered new, innovative solutions, tools, techniques, but...

4 24 May 2017 President Hotel, Bantry Bay, CT Oh, the Places We`ll Go! Conference WHAT TO EXPECT 2 VENUES, 3 DAYS We are back in the Mother City! 1 Day Conference: 24 May 2017 Venue: President Hotel, Bantry Bay CT Time: 7h00 for 8h00 Hello again, Johannesburg! 2 Day Conference: August 2017 Venue: Montecasino Time: 7h30 for 8h30 Participate in the Oh, the Places We`ll Go! Conference to listen to leading experts share their experience in: Omni-channel best practices Metrics, analytics and KPI Customer experience, customer journey Workforce optimisation and leadership Employee engagement, social media The customer of tomorrow Artificial intelligence Gamification Cost centre vs. profit centre

5 28-29 August 2017 Montecasino, Johannesburg Oh, the Places We`ll Go! Conference WHAT TO EXPECT THE EXPO The industry`s top solution providers and innovators will exhibit products and services to Conference attendees providing valuable opportunities for Contact Centre professionals to personally evaluate and test those that are important to their business. Engage with solution providers and enjoy Conference only special offers. NETWORK...because it really is about who you know! I was so inspired after the conference that I couldn`t wait to get back to work the next day! /Jamima, 2016 Use the opportunity to expose yourself to peers and Captains of Industry at the Conference to elevate your personal profile and boost your career options in the Contact Centre arena. Coffee and lunch breaks, expo visiting times can be utilised by introducing yourself and striking up conversations with interesting people. The Networking Cocktail hosted by our Sponsor provides a unique, less formal environment to connect with movers and shakers who can share their experience and ideas with you, giving you plenty of food for thought. I learned what s new, what s hot, and where the future is leading the industry /Mpho, 2016

6 24 May 2017 President Hotel, Bantry Bay, CT Oh, the Places We`ll Go! Conference CAPE TOWN AGENDA THE CAPE TOWN CONFERENCE: Cape Town is one of the Contact Centre hubs of South Africa, with business process outsourcing being the Western Cape s most dynamically growing sector, thus significantly boosting youth employment in the region. There are some real movers and shakers in the Mother City, who challenge norms and constantly strive for improvement. It is with this in mind that the Oh, the Places We`ll Go conference brings the thought leaders of the South African Contact Centre Industry to Cape Town on 24 May 2017 to further inspire professionals and present innovations in technology, know-how and leadership around the world from the following leading solution providers: THE CAPE TOWN AGENDA: 07:00 08:00 Registration and refreshments 08:00 08:45 Quest 08:45 09:30 1Stream 09:30 10:15 Zailab 10:30 11:00 Tea 11:00 11:45 Ask Afrika 11:45 12:30 Genii Analytics 12:30 13:30 Lunch 13:30 14:15 Presentation 14:15 15:00 Presentation 15:00 15:45 Presentation 15:45 16:00 Wrap up by Facilitator 16:00 17:30 Networking and refreshments

7 Oh, the Places We`ll Go! Conference CONFERENCE SPEAKERS CAPE TOWN SOLUTION PROVIDERS AT THE CAPE TOWN CONFERENCE 1Stream is the leading provider of cloud based call centre technology in Southern Africa. Their awardwinning omni-channel (voice, video, , chat and social) solution serves customers of all sizes, providing pay-per-use access to world-class technology that is rapidly scalable and available on demand. Zai Lab is a software development company dedicated to creating innovative Contact Centre and communication products that use learning algorithms to personalise your companies customer experience, and empower employees by providing them with information and guidance to best perform their role. Quest is South Africa's leading provider of scalable recruitment and staffing solutions for Frontline Customer Service, Sales, Marketing and Support Staff. Since 1974 we have delivered the very highest level of service in the recruitment, training and management of professional staff. Whether your company requires a unique staffing solution or you are looking for an employment agency that will understand your career needs, you can be confident that Quest will deliver.

8 24 May 2017 President Hotel, Bantry Bay, CT Oh, the Places We`ll Go! CONFERENCE SPEAKERS CAPE TOWN Continuously improving customer service and reducing customer effort, is key to growing and retaining customer value and increasing revenue. To achieve this companies need to monitor real time customer interactions with analytics and respond effectively to their customer demands. Genii Analytics provides transformational analytics that is geared towards smart customer insights, that will lead to predictive sales and service within your organisation. Our actionable insights are aimed at reducing costs and increasing revenues and keeping your most valuable asset, your customer, happy. Ask Afrika has grown to be the largest independent South African market research company with fieldwork capabilities in 95% of Sub-Saharan Africa. It fuses art and science in perfect unity, crafting solutions to enable credible conversations about challenges in today's dynamic business environment. Ask Afrika s capabilities extend the full spectrum of both qualitative and quantitative techniques, 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.

9 24 May 2017 President Hotel, Bantry Bay, CT Oh, the Places We`ll Go! Conference WHO SHOULD ATTEND? YOU SHOULD ATTEND THE OH, THE PLACES WE`LL GO CONFERENCE IF: You want to keep your finger on the pulse of the Contact Centre Industry You would like to meet gurus and peers You are hungry for ideas and solutions You are journalist from a medium that focuses on business services and the fastest growing profitable industry in South Africa You are a member of the academia...but most certainly if you are working in one of these fields within the Contact Centre Industry or related enterprises: General managers, directors Managers and team leaders Finance and analytics experts Planning, procurement managers HR managers Training, development and employee retention specialists Marketing and sales gurus CRM and service quality specialist Technical directors and managers Operations directors and managers

10 Oh, the Places We`ll Go! Conference WHY DR. SEUSS? THE CCMG The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry. WHY DR. SEUSS? If you observe the works of Dr. Seuss carefully you will find that they contain illustrations of management and organisational behaviour which can be understood and applied to our modern times and most certainly to a buzzing environment like the Contact Centre industry. See you at the Conferences! Sharon Haigh, CCMG CEO and Dr. Seuss enthusiast

11 Oh, the Places We`ll Go! Conference FEES & DISCOUNTS Oh, the Places We`ll Go! Conference, Cape Town Date: 24 May 2017 Venue: President Hotel, Bantry Bay CCMG Members Non-CCMG Members Cost per delegate for Conference R 1500+VAT R 2500+VAT Early Bird discount until 1 April % 10% TEAM booking discounts for 2-4 delegates 5% 5% TEAM booking discounts for 5 or more delegates 10% 10% Oh, the Places We`ll Go! 2 Day Conference, Johannesburg Dates: August 2017 Venue: Montecasino CCMG Members Non-CCMG Members Cost per delegate for entire Conference (2 days) R 3000+VAT R 5000+VAT Early Bird discount until 1 July % 10% TEAM booking discounts for 2-4 delegates 5% 5% TEAM booking discounts for 5 or more delegates 10% 10% INFORMATION: 1) Conference carries 4 CPD (Continuous Professional Development) points for CT and 6 CPD points for Johannesburg for people with a professional designation 2) For strict Halal and Kosher meals there is a surcharge of R400+VAT per day For more information contact the CCMG: events@ccmg.org.za,

12 Oh, the Places We`ll Go! Conference CAPE TOWN BOOKING FORM I. 24 May 2017, The President Hotel, Bantry Bay, CT ATTENTION! Kindly ensure that the details below are correct and written clearly. CCMG will not accept responsibility for erroneous information! Please fax completed form to or to Company name: Company Telephone: VAT number: Position of Contact at Company: Company Postal Address: Company Fax: Name of Contact at company: of Contact: Telephone number of Contact: First name of Delegate: Delegate Surname of Delegate: Position: Mobile number: Does delegate have a CCMG professional designation (yes/ no)? Don`t forget to send a team! For more delegates please complete and send CAPE TOWN BOOKING FORM II. Should you have even more delegates? Great! Simply fill in and send more copies of CAPE TOWN BOOKING FORM II. EARLY BIRD DISCOUNT VALID UNTIL 1 APRIL 2017!

13 Oh, the Places We`ll Go! Conference CAPE TOWN BOOKING FORM II. 24 May 2017, The President Hotel, Bantry Bay, CT Company name: Company Telephone: VAT number: Position of Contact at Company: Company Postal Address: Company Fax: Name of Contact at company: of Contact: Telephone number of Contact: First name of Delegate: Delegate Surname of Delegate: Position: Mobile number: First name of Delegate: Next Delegate Does delegate have a CCMG professional designation (yes/ no)? Surname of Delegate: Position: Mobile number: First name of Delegate: And Another Lucky Delegate Does delegate have a CCMG professional designation (yes/ no)? Surname of Delegate: Position: Mobile number: Does delegate have a CCMG professional designation (yes/ no)? Fax to or to events@ccmg.org.za