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 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. 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. 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. 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. 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. 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.
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• All 'Early Bird' Discounts require payment at time of registration and
Address: before the cut-off date in order to receive any discount.
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• All discount offers cannot be combined with any other offer.
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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.
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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
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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.
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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.
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• 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.
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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.