This document provides information about the 5th Annual Quality Assurance in Contact Centres conference taking place from January 27-29, 2016 in Johannesburg, South Africa. The conference will feature case studies, workshops, and panel discussions on topics related to implementing quality assurance best practices and the latest technologies in contact centers. Some highlighted sessions include using analytics to improve customer experience, balancing customer satisfaction with contact center operations, and incorporating blended learning for agent training. The document also lists industry speakers and case study presenters from organizations in South Africa.

1. Making Good Quality Your Mission By
Implementing the Latest Technology
In Your Contact Centre
5th Annual Quality
Assurance in Contact
Centres 2016
27 – 29 January 2016, Premier Hotel OR
Tambo, Johannesburg, South Africa
Added Value!
 6+ case studies: Presented by South Africa’s top Contact Centres
 Solution driven topics
 2 Hands-on mini workshops during main conference days: Including Why
doesn’t QA work in my Organisation? & Call Calibration: Achieving Quality
Scoring Consistency
Topical Issues to Be Discussed
 Using Multichannel Analytics To Improve your Contact Centre
 Outsourcing Call Centres – Managing Internal Processes with External Partners
 Dealing With The Humanity Of Contact Centres, The Diversity and the Culture of
Different People
 Incorporating A Blended Learning Environment for the Agents With Business
Objectives To Ensure Growth
 Analytics-Enabled Quality Assurance: Revolutionising QA With Analytics
 The Re-Launching Of Our Quality Assurance Processes Influenced by the TCF
Regulation
 POPI In Contact Centres: How It Affects Your Call Centre
 Customer Retention: Ensuring Exceptional Customer Experience in Contact
Centres
INDUSTRY CASE STUDIES INCLUDE:
Grace Brown
Head: Client Services
JOHANNESBURG STOCK EXCHANGE
Jerome Forsyth – Githathu
Head Contact Centre
PROTEA HOTEL
Darryn Havenga
Head of Client Services
STELLENBOSCH UNIVERSITY
Thomas Ngubane
Divisional Director: Customer Management
Operations
LIBERTY GROUP
Sheila Naidoo
Quality Assurance Supervisor
MTN
Ebrahim Dinat
Chief Operations Officer
OCULAR TECHNOLOGIES
Nazlie Sallie
Contact Centre Manager
FoodServe SOLUTION
Mark Chana
Managing Director
CCI CALL CENTRES
Accredited Training
Provider By Services SETA
Accreditation No.
2287
Tel: +27 (0) 11 341 1000
Fax: +27 (0) 11 325 0048
Email: info@amc-intsa.com
Website: www.amc-intsa.com
PANEL SPEAKERS INCLUDE:
Deelee Freeman, Founder & Director
Call Centre Training Associates
Jacqui Munthrie, Quality Manager
Thebe Yabophelo
Aveenash Chirkoot, Manager: Contact Center and
Systems
Drake and Scull
Morne van Deventer, Contact Centre Manager
Sage Pastel Accounting
Alett Daniel, Head of Contact Centre
Momentum
Phumla Tshabalala, Managing Executive-
Intouch Contact centre
Innovation Group
Lynnete Morris, Managing Director
Contact Centre Coach Academy
P O Box 413629
Craighall 2024
Johannesburg
R.S.A
Early Bird! Book 2
Get 1 Free Seat
Before
30 November 2015!
Early Bird! Book 3
Before
30 Nov 15 Get the
4th
Seat Free!
NB: This offer is limited to
option 1

2. Copyright © 2015 AMC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of AMC.
Unauthorized reproduction will be actionable under South African Law. Draft Forum Program (Subject to Change)
Conference Day 1: 27 January 2016
08:30 Registration
09:00 Opening Remarks from the Chairman
USING TECHNOLOGY TO ENSURE QUALITY IN
CONTACT CENTRES
09:10 Case Study: Using the O!Connect as a Tool to Ensure
Quality in Contact Centres
 How quality assurance is encompassed in the
O!Connect
 Using Cloud to ensure your processes are aligned
 Delivering best-in-class customer service for your
clients
 Optimizing customised campaigns to equip your
agents with the necessary tools
Ebrahim Dinat, Chief Operations Officer, Ocular
Technologies
09:50 Case Study: Using Multichannel Analytics to Improve
your Contact Centre
 Introduction To Multi-Channel Analysis
 Multi-channel attribution modelling: the good, bad
and ugly models
 Looking at how you can use multichannel customer
experience analytics to improve your call center
 Analysing the proven science of customer satisfaction
using multichannel analytics
Mark Chana, Managing Director, CCI Call Centres
10:30 Case Study: Starting a Contact Centre from Scratch:
Measuring How Your Input Will Determined Your
Outcome
 Quality monitoring
 Why start a contact/call centre, what are your
Objectives/goals?
 Determine the purpose to establish what type of
contact centre it will be.
 Doing step by step planning (Customer, History,
Technology, Resources, Metrics)
Nazlie Sallie, Contact Centre Manager, FoodServe
Solution
11:10 Morning Refreshment and Networking Break
11:40 Improving Process Efficiency with Workflow
Automation
 Automating workflows to improve business
efficiency
 Integrating workforce automation and quality
management to improvement quality management
 Looking at different ways CRM can improve contact
centre agent productivity
Jacqui Munthrie, Quality Manager, Thebe Yabophelo
ENSURING QUALITY ASSURANCE FOR THE
IDEAL CUSTOMER EXPERIENCE
12:20 Case Study: Transforming Organisational Culture by
Training and Building a Customer Centric Workforce
 Implementing QA policies and quality control to meet
customer expectation
 Measuring customer experience and taking
improvement initiatives through a structured
approach
 Creating a common vision to build a customer centric
organization from top management
 Quality Assessment to ensure improved performance
Jerome Forsyth – Githathu, Head Contact Centre,
Protea Hotel
13:00 Lunch and Networking Break
14:00 Case Study: Balancing Customer Satisfaction and
Contact Centre Operations
 Involving Staff in the quality assurance programmes
 Improving workforce productivity and efficacy
 Improving aspects of contact centre performance
from executing level to call centre
Grace Brown, Head: Client Services, Johannesburg
Stock Exchange
14:45 Case Study: Outsourcing Call Centres – Managing
Internal Processes with External Partners
 Ensuring outsourced quality is aligned with internal
procedures
 Using the MTN Nursery hub in creating great
standards for agents
 Monitoring contact centre agents behavioural
patterns to ensure quality
 Ensuring your call centre standards are met externally
Sheila Naidoo, Quality Assurance Supervisor, MTN
15:30 Case Study: Harnessing the Power of Diversity,
Inclusivity and Transformation to Enhance Quality in a
Contact Centre Through Celebrating the Lived-
Experience of the Individual
 Why Lived-Experiences matter
 Don’t treat your agent as a commodity
 Community matters, always
 Trust your agent, empower your agent
Darryn Havenga, Head of Client Services,
Stellenbosch University

3. Mini Workshop : 16:10 – 17:10
Call Coaching: Delivering Meaningful Feedback and Positive Reinforcement to Motivate and Shape
Performance
You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering
impactful call coaching, you will continue to fall short in providing consistent and reliable high-quality service to your
customers. This session provides practical suggestions to 1). Create a coaching plan; 2). Deliver feedback and 3). Follow-up
with continued support. You will learn three specific approaches to call coaching aimed to motivate, train and develop
behaviours required to meet process requirements and create a satisfying, memorable customer experience
FACILITATOR:
Deelee Freeman
Founder & Director
Call Centre Training Associates
17:10 Close of Conference Day 1

4. Copyright © 2015 AMC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of AMC.
Unauthorized reproduction will be actionable under South African Law. Draft Forum Program (Subject to Change)
Conference Day 2: 28 January 2016
08:15 Registration
09:00 Opening Remarks from the Chairman
ENCOURAGING AGENT AND CUSTOMER
SATISFACTION
09:10 Utilising First Contact Resolution (FCR) Measurement
for Improved Performance of Your Contact Centre
 Zoning into the characteristics of Effective Indicators
 A balanced approach to measure performance and
cost effectiveness
 Speech Analytics and FCR
 Looking at the available repeat call tracking
technology
Aveenash Chirkoot, Manager: Contact Center and
Systems, Drake and Scull
09:50 Customer Retention: Ensuring Exceptional Customer
Experience in Contact Centres
 Improving customer retention in contact centres
 Understand your customer segments
 Being consistent in your approach across channels is
key
 Encouraging first-call resolution over average handle
time
 Combining customer insight with adaptability
Morne van Deventer, Contact Centre Manager, Sage
Pastel Accounting
10:30 Open Floor Discussion: Incorporating a Blended
Learning Environment for the Agents with Business
Objectives to Ensure Growth
 Encouraging that that the learning experience is
dynamic and creative in its approach
 Practical tools and techniques for exploiting the
benefits a learner-centred blended learning
environment
 Decision-making approaches for structuring
performance-based, blended-learning solutions
 Creating an effective and automated training
regiment
11:10 Morning Refreshments and Networking Break
11:40 Building Brand Advocates For the Success of Your
Contact Centre
 Understanding that companies that sustain engaged
employees get higher levels of customer satisfaction
 Boosted morale and legendary reputations
 Proven strategies to captivate, motivate and
transform new employee into a passionate advocate
for your brand
Alett Daniel, Head of Contact Centre, Momentum
12:20 Customer-Centric Workforce Optimisation in a
Challenging Economy: Using Workforce Optimisation to
Address Quality Assurance (QA) Challenges
 Understanding what it is and why it is important for
the success of your contact centre
 What happens where QA, training and Workforce
Management (WFM) Intersect?
 Discussing the key relationships that are needed
between these areas
 How to optimise the workforce, not only in numbers
but in practice
 Leveraging business rules to automate QA workflow
Phumla Tshabalala, Managing Executive-
Intouch Contact centre, Innovation Group
13:00 Lunch and Networking Break
14:00 Panel Discussion: Analytics-Enabled Quality Assurance:
Revolutionising QA with Analytics
 Benefits of next generation QA solutions
 Using speech analytics to automatically identify
customer issues
 Identify which agents are driving repeat calls and are
in need of coaching
 Improve sales by measuring sales phrases and
provide targeting learning
 Boost operational efficiency and effectiveness
REGULATING QUALITY ASSURANCE IN
CONTACT CENTRES
14:40 Case Study: The Re-Launching Of Our Quality Assurance
Processes Influenced by the TCF Regulation
 How we introduced TCF to the contact center
 Ensuring the retention of our customers using this
regulation
 Entrenching TCF into the culture of the contact
centre
 The road map of the Treating Customers Fairly
regulation
Thomas Ngubane, Divisional Director: Customer
Management Operations, Liberty Group
15:20 Afternoon Refreshment and Networking Break
15:50 Open Floor Discussion: POPI in Contact Centres: How It
Affects Your Call Centre
 We know what to do, how do we implement it
 How does POPI affect the agents
 Managing the agents and how they manage data
 The Consumer Protection Act’s national opt-out
register and how it works

5. Mini Workshop : 15:50 – 16:40
WHY DOESN’T QA WORK IN MY ORGANISATION?
Workshop Description:
The QA process has faults; performance is left to the QA Specialist whereas the team leader and Supervisor should be
involved. This workshop will clarify the roles of the different stakeholders:
 Clarifying the objectives of QA
 Defining the standards
 Resolving the conflict between the QA manager and the Supervisors
FACILITATOR
Lynnete Morris
Managing Director
Contact Centre Coach Academy
17:40 Close of Conference Day 2

6. Copyright © 2015 AMC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of AMC.
Unauthorized reproduction will be actionable under South African Law. Draft Forum Program (Subject to Change)
Conference Day 3: 29 January 2016
Half Day Workshop
CALL CALIBRATION: ACHIEVING QUALITY SCORING CONSISTENCY
Workshop Description:
You can have the most advanced call recording technology, evaluation tools and a dedicated quality staff but without
consistency in scoring, the integrity of your entire quality program will be compromised. Call calibration is vital to the
health of your quality program, but so many find their calibration sessions frustrating and not necessarily helpful in taking
consistency to the next level. This session provides everything you need to know about setting up an effective Call
Calibration Program, how to measure calibration and most importantly how to run a successful calibration session where
participants are engaged and committed to the consistent application of quality standards to call behaviours.
Workshop Agenda
08:00 Registration and Morning Refreshments
08:45 Facilitator’s Opening Remarks
09:00 Workshop Commences
10:30 Mid-Morning Refreshments & Networking
11:00 Workshop Continues
12:30 Open Question and Answer session to wrap up the day’s proceedings
12:45 Facilitator’s Closing Remarks
13:00 Lunch and Close of Conference
About Your Facilitator
Deelee Freeman has been providing training, human resources and consulting services for contact centres for over 25 years. As a business
consultant for quality monitoring software and call centre trainer, she worked with senior operations management, contact centre
management and quality assurance analysts of Fortune 500 companies, helping them improve contact centre operations, quality
monitoring & coaching processes and performance analysis. She has worked with others on skill development in all levels in call centre
organizations, from front-line agent to senior management.
She has a MA from University of Denver, Colorado in Organizational Communications. As a college-level instructor she taught courses in
Communications, Public Speaking, Negotiations and Business Management.
Specialties: Contact & call centre operations, quality monitoring & coaching process and performance analysis, frontline customer service
and sales training, agent and supervisor development