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Essential interactive workshops
              GOVERNMENT CONTACT         Sunday 12 & Wednesday 15 December 2010
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Conference day one: Monday 13 December 2010



08:00   Registration and coffee                                            ...
Conference day two: Tuesday 14 December 2010



08:30    Registration and coffee                                        13...
Sponsors and exhibitors:
              GOVERNMENT CONTACT
              CENTRES SUMMIT MIDDLE EAST                        ...
International conference
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Government Contact Centres Middle East Summit

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Governments within the Middle East have been quick to adopt technologies to enable them to improve customer service levels and are finding ways to develop and improve their communication with the public.
To help provide the solutions for these challenges, IQPC is proud to announce the dates for our Middle East Government Contact Centres Summit, which will take place on 12 – 15 December 2010 in Abu Dhabi, UAE. Visit the websitre on www.govcontactcentreme.com for more information

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Government Contact Centres Middle East Summit

  1. 1. boo k an pay d 19 S befo epte re to sa mber 201 ve 0 US up to $740 GOVERNMENT CONTACT CENTRES SUMMIT MIDDLE EAST Overcoming the key challenges with people management, processes, technology and communication to achieve contact centre excellence International conference 13 & 14 December 2010 Interactive workshops 12 & 15 December 2010 Yas Island Rotana Abu Dhabi, UAE Keynote speakers include: Attend the Government Contact Centres Summit to: • Waleed Galal, Government Contact Centre Section • Find out about the latest trends and developments in Manager, ictQATAR, Qatar contact centre management • Dr. Aysha busmait, Director of Customer Care Centre, • Develop leading recruitment, retention and engagement Roads & Transport Authority (RTA), UAE strategies to help you make the most of your • Mohammed Ghussein, Central Community Services human resources Manager, Saudi Aramco, KSA • Understand your customers and the public to deliver the • Peter Gossler, Executive Director, Contact Centre services they want Association of Singapore, Singapore • Eng Hong Kong-Choo, Senior Assistant Director, Call • Examine the latest technologies and their impact on Centre, Central Provident Fund board, Singapore call centre management efficiency • lala Rukh Qadir, Director, Strategic Planning & • Manage and reduce your contact centre costs Performance Sector, Abu Dhabi Judicial Department, UAE For more information or to register Tel: +971 4 364 2975 Fax: +971 4 363 1938 Email: enquiry@iqpc.ae www.govcontactcentreme.com Associate sponsors: Exhibitor: Media partners: Researched and developed by:
  2. 2. Essential interactive workshops GOVERNMENT CONTACT Sunday 12 & Wednesday 15 December 2010 CENTRES SUMMIT MIDDLE EAST IQPC’s workshops are unique opportunities to spend valuable time with industry experts. These interactive sessions are extended to ensure that you will get to the heart of key contact centre issues and uncover practical solutions you can apply straight away. Pre-conference workshops Post-conference workshop Sunday 12 December 2010 Wednesday 15 December 2010 Registration for the day begins at 08:00 Registration for the day begins at 08:00 Workshop A: 08:30 – 12:30 Workshop C: 08:30 – 17:30 Aligning your call centre to your organisational Developing an effective people management strategy strategy and goals for your contact centre Contact centres often focus on providing the best service they People make up the largest investment cost and present the possibly can, which can result in a disconnect from the business biggest challenges to managing a contact centre. Your employees strategy and objectives. While having the best customer service is are often the first line of contact and the face of your organisation great, it is important that you design your contact centre to and as such need to have the right attributes and skills to create achieve your organisation’s vision, mission and goals. This workshop will take you through the essential steps in integrating an effective contact centre. Attrition rates for call centres are often your organisational priorities in your contact centre design. high, and motivating and energising your staff to create a positive impression can be difficult to achieve. This is why this At this workshop you will learn how to: comprehensive workshop will take you through best practice • Define the requirements of your contact centre to directly examples and proven strategies for you to effectively manage the support the vision, mission and goals of your organisation single resource that is the hardest to manage but often makes the • Define the processes needed to support the contact centre greatest difference in a contact centre: the people. strategy and goals • Gain buy-in from senior management for your contact At this workshop you will learn how to: centre strategy • Define your selection criteria to recruit for success • Evaluate your technology requirements vs. existing • Create a positive working environment in your contact centre contact centre infrastructure • Bring the ‘fun’ back to work to energise your staff • Examine the potential value of VoIP and outsourcing elements of your contact centre • Empower your employees and giving them a sense of pride in • Create an effective quality management framework to what they do align the organisational goals with contact centre operations • Develop your contact centre supervisors into leaders that • Ensure constant two-way communication between the inspire, motivate and effectively manage your teams organisation and your contact centre • Implement an effective career development strategy that sets out realistic expectations that are attractive to Workshop facilitator: your employees Peter Gossler, Executive Director, Contact Centre Association • Examine the most successful employee retention tactics and of Singapore, Singapore how to make them work for you • Explore alternative remuneration strategies and their Workshop b: 13:30 – 17:30 effectiveness in rewarding the performance and desired Creating effective and flexible processes that enable customer service excellence attitudes of your employees Contact centre processes often create significant inefficiencies Workshop facilitator: through the use of established systems and procedures Dr. Aysha busmait, Director of Customer Care Centre, which generally have not changed with the new technology Roads & Transport Authority (RTA), UAE advancements and public expectation of instantaneous and efficient customer care. The success of your call centre ultimately depends on the way its processes are structured in relation to the services and public demand for customer care you are expected to provide. This workshop will take you through best practice approaches to develop flexible processes that enable customer care excellence. At this workshop you will learn how to: • Evaluating the effectiveness of your existing process in achieving your objectives • Identifying inefficiencies in your processes and actively addressing these • Managing and facilitating process change • Examining cross industry best practice for process optimisation and how it can be applied in a call centre environment IQPC provides business executives around the world with tailored practical conferences, large scale events, topical seminars and in-house training programmes, keeping them up-to-date with industry trends, technological developments and the regulatory landscape. IQPC’s large scale conferences are market leading “must attend” events for their respective industries. IQPC produces more than 1,700 events annually around the world, and continues to grow. Founded in 1973, IQPC now has offices in major cities across six continents including: bengaluru, berlin, Dubai, london, New York, Sao Paulo, Singapore, Stockholm, Sydney, and Toronto. IQPC leverages a global research base of best practices to produce an unrivalled portfolio of conferences. www.iqpc.ae For more information or to register Tel: +971 4 364 2975
  3. 3. Conference day one: Monday 13 December 2010 08:00 Registration and coffee “Absolutely great event to share knowledge with other contact centre representatives” 09:00 Opening remarks from the Chair Peter Wykes, Team Manager, Sydney Water Examining the latest trends in moving to a citizen driven 13:20 Examining the RTA’s highly successful dynamic contact public sector contact centre centre management strategy • Transitioning from a completely outsourced to strategically 09:10 Reviewing the key international and regional trends and outsourced contact centre approach • Evaluating the costs associated with call centres vs. face- developments for public sector contact centres to-face service centres • Examining the privatisation trend of government • Moving services to low-cost channels and ensuring the contact centres uptake of these mediums by the public • Determining if outsourcing is a viable option for Middle • Changing and adapting internal processes to align Eastern governments and the cost implications with the customer service strategy • Reviewing new technology advances and opportunities for • Utilising technology to maximise customer care while call centres minimising the cost of supporting the RTA’s vast line Peter Gossler, Executive Director, Contact Centre of services Association of Singapore, Singapore • Simplifying service delivery processes to make it easier for the public to deal with the RTA “The Government Contact Centres Summit is an excellent Dr. Aysha busmait, Director of Customer Care Centre, way to refocus energies on areas that are important. Roads & Transport Authority (RTA), UAE It’s about listening to great ideas and different ways to 14:00 Taking the risk out of outsourcing through innovative make a difference” partnering models Debbie barrott, Manager- Business Services, Accident • 3rd generation outsourcing – transition from outsourcing to Compensation Corporation rightsourcing • Value based contracting: contracting for mutual advantage 09:50 Creating a highly effective centralised government • Partnership management – moving away from client- contact centre – the ictQatar experience supplier agreements • Developing a centralised contact centre strategy Evan Jones, Business Development Manager, Merchants, UK • Aligning and optimising systems and processes to achieve greater efficiency Ensuring effective CRM and customer satisfaction • Examining the structure of the integrated contact centre Waleed Galal, Government Contact Centre Section 14:40 Networking break Manager, ictQATAR, Qatar 15:10 Achieving customer service excellence through an effective CRM strategy 10:30 Networking break • Developing an effective CRM strategy and development program 11:00 The many roles of contact centres in the delivery of • Designing useful surveys to gain a crucial insight into citizen-centric e-government services your consumers • Creating an effective central contact centre operation • Analysing and interpreting survey data and feedback • Streamlining processes and creating interoperability • Adapting your processes to meet customer demand and needs between multiple government departments and ministries • Measuring the quality of customer service to integrate contact centres • Establishing CRM targets and KPIs to maintain the highest • Changing transactional processes and applications standard of customer experince through the use of shared services lala Rukh Qadir, Director, Strategic Planning & Performance Sector, Abu Dhabi Judicial Department, UAE • Creating an internal government contact centre to support e-government contact centre operations 15:50 Developing customer service that surpasses and Joe Tawfik, CEO, Silah Gulf, Bahrain exceeds expectations • Understanding your customer is the key to creating a Maximising contact centre performance and quality of service CRM system that works • Integrating technology platforms to enable a robust two- 11:40 Re-designing your processes to maximise efficiency way communication approach and customer satisfaction levels • Instilling a customer care culture and customer service • Understanding customer needs and how your current ownership throughout the organization processes adhere to them • Reviewing the business results of achieving customer • Identifying common complaints and best practice service excellence approaches to resolve them Mohannad Alwadiya, Managing Director, Harbor Real Estate, UAE • Examining the appropriate levels of automated vs. people managed services 16:30 Closing remarks from the Chair • Understanding the links between your processes and costs • Cutting out the fat and streamlining your processes for 16:40 End of day one more efficient call centre operation Mohammed Ghussein, Central Community Services “GCC is always valuable, great networking opportunities, Manager, Saudi Aramco, KSA definitely learnt some new things” Janine Niethe, National Manager - Primary Contact, 12:20 Lunch Department of labour, New Zealand Fax: +971 4 363 1938 Email: enquiry@iqpc.ae
  4. 4. Conference day two: Tuesday 14 December 2010 08:30 Registration and coffee 13:20 Achieving operational excellence in your contact centre 09:00 Opening remarks from the chair • Understanding the five pillars of operational excellence: selection and recruitment, training, workforce management, quality management and retention Developing strategies for cost-efficient and • Using the five pillars to grow revenue and well managed contact centre operations customer satisfaction • Creating the “continuous improvement” philosophy in 09:10 Managing costs and transforming the contact centre your centre Cameron Dougherty, Director of Global Contact into a revenue generator Centres, Jumeirah Group, UAE • Examining the value of integrating your contact centres • Integrating your cost management strategy into your KPIs Achieving contact centre excellence through • Leveraging new technology such as CTI, CRM and analytics effective HR management • Lessons learnt from the privatising contact centres 14:00 Motivating and engaging your contact centre team Rebecca Pettersson, Senior Manager Worldwide to encourage high performance levels Contact Centre, Gulf Air, Bahrain • Understanding what motivates your contact centre staff • Instilling a sense of pride and ownership amongst 09:50 Developing a winning contact centre your employees management strategy • Developing team and performance targets • Aligning the contact cente operation and processes • Examining the role of leadership and effective coaching and mentoring through team leaders and supervisors to the business strategy • Using performance appraisals as development and • Utilising the latest technology to increase the efficiency motivational tools of the contact centre staff • Effectively using rewards and recognition to retain • Understanding and managing technology your employees adoption/upgrade costs Hussein Karimi, Contact Center Manager, Dubai bank, UAE Eng Hong Kong-Choo, Senior Assistant Director, Call Centre, Central Provident Fund board, Singapore 14:40 Networking break 10:30 Networking break 15:10 Achieving people management excellence that ensures a high retention rate • Creating a recruitment and retention strategy for your Effectively using technology to increase contact contact centre centre efficiency and capacity • Developing criteria for contact centre recruits – the screening process 11:00 Improving customer interaction-experience through • Examining successful interview strategies an integrated government • Reviewing effective remuneration strategies • Examining the value of cohesive government • Developing a highly effective retention strategy Patrick I’Anson, Technical Operations Manager, accessible via a centralised contact center Emirates Group, UAE • Customer inclusion by providing multiple channels, which deliver a consistent customer experience “We are all different and yet we are facing the same • Understanding the importance of incorporating challenges. The summit has been a brilliant insight” customer feedback in the development of government- Fusan Ozan, Team Leader - Customer Services, liverpool City Council, UK wide customer services Dr. Ahmed Al Hashimi, Information Management 15:50 Creating a holistic strategy for training and developing Analyst, Abu Dhabi Systems & Information call centre employees into knowledge managers Centre (ADSIC), UAE • Creating a robust career development path for your contact centre employees • Defining the skillsets required to be an effective 11:40 Extending contact center to social networks knowledge manager • An essential CRM for the call center • Conducting a training needs analysis • Delivering a better experience through the CSR • Evaluating the success of your development strategy (customer service representative) and the ROI • Driving business through the contact center Nafisa Salah, Operations Manager, Customer Care • Case management for social networks Centre, Abu Dhabi Distribution Company (ADDC), UAE • Reaching out to social networks 16:30 Closing remarks from the Chair • Government 2.0 Ahmed Salama, CRM Product Manager, Microsoft 16:40 End of conference Gulf, UAE 12:20 Lunch www.govcontactcentreme.com
  5. 5. Sponsors and exhibitors: GOVERNMENT CONTACT CENTRES SUMMIT MIDDLE EAST Associate sponsors: Microsoft Dynamics is a line of easy-to-use, integrated and adaptable The Government Contact Centres Summit Middle East will ERP and CRM applications that enable business decision-makers to quickly respond to market shifts, take advantage of new trends, increase provide a platform for the key players in the contact centre their competitive edge and drive business success. Microsoft Dynamics industry to come together and showcase new and innovative solutions are delivered through a world-class network of reselling ways to resolve the people, process, technology and partners providing specialized services and additional innovation to help communication challenges in order to reduce the costs associated customers excel in their industries. www.microsoft.com with contact centres, maximise the efficiency and productivity of About Microsoft Gulf staff and deliver excellent customer service. Make sure you Founded in 1975, Microsoft (NASDAQ:'MSFT') is the worldwide leader attend to meet senior decision makers from the key public in software, services and solutions that help people and businesses sector and government owned companies. realize their full potential. Microsoft Gulf opened its Dubai-based headquarters in 1991 and today oversees operations in Bahrain, Kuwait, Oman, Qatar and the UAE. Five great reasons to attend: • Discover the latest trends and developments in contact centre management • Develop excellent recruitment, retention and engagement Merchants is a leading customer contact solutions company with 31 years of experience in delivering innovative customer management strategies to create a more productive and effective contact solutions. From strategic customer management consulting through to centre team the set-up and operating of bespoke new contact centres. Merchants • Understand customer and public demands to deliver the tailors solutions to meet specific customer management business service they want requirements. • Examine the latest technologies and their impact on contact With presence in the UK, Netherlands, South Africa and Bahrain (via centre management efficiency Silah Gulf), Merchants manages the customer contact operations of • Manage and reduce the costs associated with contact centres some of the world’s best known brands. Merchants annually publishes. The Global Contact Centre Benchmarking Report, the industry’s most respected global research report. Bringing relevant sector experience, Merchants collaborates with clients to create customer management Who should attend and who will I meet? solutions that deliver value, manage cost and minimise risk. At the Government Contact Centres Summit Middle East Exhibitor: attendees will have the opportunity to meet and hear from senior regional and international figures from government departments and government owned entities, more specifically: • Customer relations/CRM • Help desks • Contact centres • Communications & PR TeleFinity is a global leader in providing the next generation computer telephony solutions with its commitment to invest on R & D. It delivers • Customer care • Business services state-of-the-art, robust, reliable, scalable and cost effective products, in • Customer service • Customer data integration the sector of telephony communications. • Service delivery • IT directors and managers TeleFinity develop, integrate, deploy and support pre and post sales • Call centres • Hiring/coaching/retention solutions that help businesses become more efficient and effective, in a • Information centres • Workforce management wide range of industries including: Call Centers, telecom/IT, banking/finance, • Client contact government, healthcare, insurance, hospitality, transport and others. Our products are: Call Center, Soft phones, Call Recording, IVR, Call Delegates of previous Government Contact Accounting, CTI. Centres summits: Media partners: Sponsorship & exhibition opportunities Only at the Government Contact Centres Summit Middle East will the highest-level decision makers attend in one place at one time. They will evaluate products and services and will look to short-list potential suppliers. • Can you afford to miss out on this opportunity? • Do you have a product or service that our senior decision- makers and influencers need? We have a range of business development / marketing and sales solutions that will be tailored to specifically deliver on your business objectives. For more details, call +971 4 364 2975 or email sponsorship@iqpc.ae
  6. 6. International conference 5 WAYS TO REGISTER 13 & 14 December 2010 GOVERNMENT CONTACT Interactive workshops Online: www.govcontactcentreme.com CENTRES SUMMIT MIDDLE EAST Phone: +971 4 364 2975 12 & 15 December 2010 Fax: +971 4 363 1938 Yas Island Rotana, Abu Dhabi, UAE Email: enquiry@iqpc.ae Post: IQPC Dubai FZ LLC REGISTRATION PO Box 502397 Dubai, UAE Event Code: 19289.001 Please complete in BLOCK CAPITALS as information Please do not remove this label even if it is not addressed TEAM DISCOUNTS is used to produce delegate badges. to you.Your Priority Registration Code is printed on the Please photocopy for multiple bookings. top of the label below. Please quote it when registering: Team discounts available on request. Call +971 4 364 2975 for more information. VENUE & ACCOMMODATION Yas Island Rotana Golf Plaza P.O. Box 131577 Abu Dhabi, UAE Tel: +971 2 656 4000 Fax: +971 2 565 1414 Email: groups.yasisland@rotana.com Online: www.rotana.com VENUE & ACCOMMODATION: PRIORITY BOOKING FORM Hotel and travel costs are not included in the registration fee. • Discounts cannot be combined. • Payment prior to conference is mandatory for attendance. For assistance in your travel and accommodation requirements, • Discounts are not valid if payment is received after • Check for special group discounts for registrations of please refer to details below: closing date. 3 or more. Room Reservation Special / corporate rate for room accommodation is available in book and pay before 19 September 2010 to save up to US $740 the hotel. You may contact the hotel directly as per the details CONFERENCE PRICES above quoting IQPC Middle East or the name of the conference. Conference package Book & pay before Book & pay before Book & pay before Standard Flight reservation: 19 September 2010 17 October 2010 14 November 2010 price Contact Anuj Sachev or Charo Marie at SNTTA Travel & Tours LLC Dubai. Gold package (Conference + 2 workshop days) US $4,175 US $4,425 US $4,670 US $4,915 Email: iqpc@snttadubai.com (Save US $740) (Save US $490) (Save US $245) Tel: +971 4 282 9000 Fax: +971 4 282 9988 Silver package www.sntta.com (Conference + 1 workshop day) US $3,227 US $3,420 US $3,610 US $3,797 (Save US $570) (Save US $377) (Save US $187) Please book at the earliest for your convenience Conference only US $2,039 US $2,159 US $2,279 US $2,399 CONFERENCE DOCUMENTATION (Save US $360) (Save US $240) (Save US $120) If you cannot make the dates you can still access all of the presentations delivered throughout the conference days for just US $450, post event. Contact us on +971 4 364 2975 for further details. DELEGATE DETAILS PAYMENT: DELEGATE 1 Mr Mrs Ms Dr Other • Payment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. First Name: Surname: • Your registration will not be confirmed until payment is received and may be subject to cancellation. Email: Telephone: • If a booking is received 10 working days before the conference a credit card number will be required to confirm your place, likewise if full Job Title: Department: payment has not been received before the conference date. Organisation: Nature of business: DISCOUNTS: • All 'Early Bird' Discounts require payment at time of registration and Address: before the cut-off date in order to receive any discount. • Any other discounts offered by IQPC (including team discounts) must Postcode: Country: also require payment at the time of registration. • All discount offers cannot be combined with any other offer. Telephone: Fax: CANCEllATION, POSTPONEMENT AND SUbSTITUTION POlICY: Dept. Head: Training Manager: • You may substitute delegates at any time by providing reasonable advance notice to IQPC. Name of person completing form if different from delegate: • For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at Signature: Date: another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the I agree to IQPC’s payment terms contract fee will be retained by IQPC for all permitted cancellations. If you have not received an acknowledgement before the conference, please call us to confirm your booking. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. PAYMENT METHOD • In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this We also accept payment by the following methods: credit for another IQPC event to be mutually agreed with IQPC, which By Credit Card must occur within one year from the date of cancellation. Please debit my credit card: Visa Mastercard American Express • In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend on the rescheduled date, you Card No: will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which Valid From: Expiry Date: Issue Number: must occur within one year from the date of postponement. • Except as specified above, no credits will be issued for cancellations. Card Holder’s name: Signature: There are no refunds given under any circumstances. • IQPC is not responsible for any loss or damage as a result of a Card billing address: (if different from Co.address) substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act Country: Postcode: of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. Cheque / Bank Draft: Made payable to IQPC FZ LLC For purposes of this clause, a fortuitous event shall include, but not be By Direct Transfer: Please quote AE 19289.001 with remittance advice limited to: war, fire, labor strike, extreme weather or other emergency. PROGRAM CHANGES : IQPC Bank Details: Account name: INTL QUALITY & PROD CEN FZ LLC • Please note that speakers and topics were confirmed at the time of Account No.: 020 – 879714 - 100 Swift Code: BBME AEAD publishing; however, circumstances beyond the control of the HSBC Bank Middle East Limited, Bur Dubai Branch, P.O. Box: 66, Dubai, UAE. organisers may necessitate substitutions, alterations or cancellations All Bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount. of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary. Please tick the appropriate box if you would like to pay by one of these methods and our customer services team Any substitutions or alterations will be updated on our web page will contact you directly to finalise the payment. as soon as possible. PAYMENT TERMS YOUR DETAIlS: Please email our database manager Payment is due upon receipt of invoice. Bookings received within 10 working days of the conference require a credit card number to at enquiry@iqpc.ae and inform him/her confirm your place. Payment prior to the event is mandatory for attendance. All bookings gaining the early bird discount must be paid of any incorrect details which will be before the early bird date, otherwise the full rate will be applied and charged. In these instances, payment of the full amount will be amended accordingly. required before entry to the event.

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