INSTANT ON CONVERGED INFRASTRUCTURE
• The world is changing
• Today, everything is mobile, connected, interactive, immediate, and fluid.
• To gain competitive or service advantage in the face of these new customer and constituent patterns requires technology be at the very forefront of enterprise innovation and growth.
• Tomorrow’s leaders will be organizations that leverage technology to capitalize rather than simply adapt to changing customer expectations.
• Three megatrends are shaping the next generation of successful businesses and governments
THE BROADER ENVIRONMENT AND THE IMPACT ON THE SERVICE CENTRE
Operations support and how this influences customer service. Your workforce is delivering to its best ability, but without information filter through from the top, the stream off communication is blocked.
THE NEW CONSUMER PSYCHOLOGY
How Mobile Technology and social media affects the lives of the customer and the integration of this into the call centre. By managing and tracking the components of each customer, companies can continuously improve performance per contact, per channel, per department, per customer, and overall customer performance
DATA COLLECTION, COALATION AND DISSEMINATION
Is it possible to use your terms and conditions to make friends with your customer? The constraints of the Consumer Protection Act and how to avoid falling foul of the new laws.
THE CURRENT MOVES FROM CRM – CEM
Practical integration of customer experience tools
VOICE OF THE CUSTOMER – POST ANALYTICS & REMEDIAL METHODOLOGY
WORKFORCE OPTIMISATION AND THE IMPACT ON CEM
Total Quality Management
THE GLOBALISATION OF YOUR CONTACT CENTRE, WITH DIRECT REFERENCE TO PEOPLE, PROCESS AND TECHNOLOGY.
Your workforce needs upskilling and the larger Corporates have the resources and the capacity to lean on areas of expertise. How do smaller contact centres access these resources to ensure that they, too are aligned?
SOCIAL BUSINESS NETWORKS FOR INTERNAL COLLABORATION
Social Media – the challenges and opportunities in the workforce.
RE-LOOKING THE SKILLS AND CALIBRE OF MIDDLE MANAGEMENT IN CONTACT CENTRES
Where have all the flowers gone? Qualities that make a successful leader and how to spot and nurture these in your workforce.
“STEALTH MARKETING” IN THE SOUTH AFRICAN CLIMATE AND CONTEXT Case studies from survivors