Driving African call centre excellence through technological advancement and optimal workforce performance.

It’s clear the call centre industry throughout Africa is growing faster than in any other region of the world. But with such unparalleled growth, African call centre managers are now forced to utilise the right CRM, IVR, cloud, and wireless technologies and recruit and retain the proper talent in order to avoid customer disloyalty in a rapidly expanding – and vulnerable – African economy. 

IQPC, the organiser of Call Center Week, the world’s largest contact centre conference and expo in Las Vegas is proud to announce we are bringing the event to Kenya this 29-31 August. 

Call Centre Conference Africa – after a dedicated research period with the region’s most senior call centre stakeholders – will discuss the information, the best-practice methods, and the tutorials so that your call centre is more productive, more cost-effective, and ultimately, driving business

From debating between out-sourcing and keeping operations in-house, to empowering your customer with a self-service system, to consolidating all of your social media channels into one CRM system, to avoiding customer disloyalty and anger, Call Centre Conference Africa will focus on the most important industry trends to allow you to cut costs and make both our management and your customers happier.

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Why Attend?

 

Understand the pros and cons of keeping your operations in-house vs. outsourcing to give you the knowledge to make a better informed decision in order to avoid strategic catastrophe.

 

Learn how to employ technologies such as IVR, self-help, and specialisation systems to empower your customer and avoid customer disloyalty.

 

Uncover ways to better recruit, motivate, grow, and retain your team for improved camaraderie, smoother operations, and a happier workforce.

 

Establish ways to monitor, report, and analyse calls to better evaluate your team and further improve your centre’s customer interactions.

 

Understand how to respond to adversity and slow systems, including poor connectivity, to avoid inferior communication and interaction.

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Who should attend?

Leading in Uncertain Times

Call centre supervisors, managers, and representatives

Look Beyond Traditional Boundaries

BPO business development managers and contact centre officials

Upskill Your Frontline into Leadership Positions

CRM, wireless, IVR, and self-help providers

Towards Outcome Centric Measurement

Government officials from the ICT sector

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Sponsors & Exhibitors
Associate Sponsor
Teleopti
Strategic Soft Skill Partner
Accent Consulting Ltd
Networking Sponsor
Tech Mahindra
Media Partners
Media Partners
CRM Xchange
Media Partners
justServiceHUB
Media Partners
Developing Telecoms Ltd.
Media Partners
African Business Central
Media Partners
Customer Service Manager
Media Partners
Call Centre News
Media Partners
Call Center IQ
Media Partners
CX Network