CUSTOMER SERVICE & CONTACT CENTRE: Conference to focus on effective customer service

Conference to focus on effective customer service

Nigeria’s customer service and contact centre managers will be challenged to introduce world class customer service standards at this year’s Customer Service & Contact Centre Conference, to be held in Lagos over 24-25 November.

An impressive line-up of international and local experts will share their experience and knowledge in this increasingly important area of business as major organisations battle to retain customers in an increasingly competitive market. The theme of the conference is “Achieving Excellence in Customer Service & Increasing your Market Share during an Economic Downturn”.

Announcing the conference programme, Sean Moroney, Chairman of AITEC Africa, the organisers of the event, said: “Nigeria’s customer service and contact centre managers had enormous hurdles to overcome in terms of choosing the right technology for their organisations and developing capacity, skills and the right service-oriented culture for their teams. The conference has a vital role to play in helping them achieve these business objectives.”

Platinum sponsor of the event is XL Management Services, which is partnering with Direct Channel, one of South Africa’s leading contact centre operators, to establish contact centres in Nigeria. Suleman Shaik, MD of Direct Channel, will make a presentation on “Taking contact centre services from a passive to a proactive level”.

Another keynote speaker at the conference is Lynnette Morris, The Skills Facilitator from South Africa, who will speak on “Why we need to future-proof our contact centres”. She will also present an executive tutorial on this topic to provide delegates with practical guidelines on how to achieve implementation in their organisations.

Another international speaker is Olu Joseph-Asikhia, MD of Synergy Organisational Solutions in the UK, who will speak on “Your customer is your lifeblood, but what is your contact centre really saying about you?” This theme will also be emphasized by another speaker from the UK, Stephanie Edwards, MD of Customer 1st International, with a presentation on “World-class service excellence – the key to business success”.

Tony Adesanya, CEO of First Image in Nigeria, will present a workshop on “The practicalities of running a contact centre in Nigeria” as part of the conference aim to provide delegates with practical input that they can take back to their organizations.

Other conference speakers include:

• Johan Grobler, MD of C.a.T.S. in South Africa
• Roland Omoresemi, President of Tezza Business Solutions in the USA
• Yaron Assabi, CEO of Digital Solutions Group in South Africa
• Kenneth Bone, President & CEO of Rising Data in the USA & Ghana
• Ifeanyi Obiora-Okafo, Customer Service Director of  Starcomms, Nigeria
• Jeanine Bowen, Founder of ProCall Solutions, South Africa
• Anthony van Rensburg, Networks Division Manager of  Dizengoff, Nigeria
• Kyari Bukar, MD of ValuCard, Nigeria
• Joseph Diouf, Senior CRM Consultant for Oracle, based in Senegal

The event will feature an exhibition by local and international suppliers of contact centre systems and technologies.

The full conference programme is available on the AITEC web site at http://www.aitecafrica.com/event/view/36