1. Consultant Analyst Writer
Contact Centres
Global Trends Regional Impact
Tuesday 20 April 2010
www.rodjones.co.zawww.c3africa.com

2. Themes :

2009 > 2010 : From Crisis to Growth:Driving Operational Efficiency and Reducing Cost

3. Insights for High Performance into 2010Sources:
4. Focus Points

Key Challenges for 2010 and beyond

5. The SA Contact Centre Industry An overview 6. Ten Years Down the Line 7. Key Strategic Trends into 2010 8. Staffing & Manpower The Winds of Change 9. The SABSContact Centre and BPO Standards 10. Major Technology Trends 11. Outsourcing 12. Connectivity 13. Public Sector Service Delivery 14. Social Media The Social Customer 15. Legislative Issues 16. The Energy Crisis The Green Stampede