AI and machine learning is nothing new, but applying AI to solve business challenges with a clear ROI, is quite unique in the customer services arena. With our customer service demand prediction model we predict which customer are going to contact you, for what reasons and when. Genii AI provide simple, yet effective models that will support improvements in your contact centres and business.

Brand reputation relies heavily on exemplary service delivery and getting this right rests on having a deep understanding of what customers want out of an interaction with employees.  Trust and loyalty levels are diminishing globally and consumers no-longer want to be put in boxes, treated generically or given false promises. Authenticity, individualism and professionalism are vital for great service delivery.

In a world filled with constant demands, we all risk over extending ourselves and burning out.  This presentation will focus on ways to avoid the busyness trap and focus on what is important.  Building in ways to have regular ‘pit-stops’ and recover are crucial to surviving in today’s times.  Moving away from a focus on action and results only to creating time to reflect and course correct and bring the ‘human element’ back into the work we do.

Super strategies for creating a powerful, positive image

When your business has hit a rock and your people are suffering from “same-ness” – same market, same strategy and same result – you need to radically shift their behaviours to improve results. Oscar`s presentation is based on practical experience gained from over 5 countries, radically assisting business leaders and individuals shift their people`s performance. You will be coached to develop an ownership mentality, to take you organisation forward within constant changing environment, to improve self confidence, think strategically and take a leadership role in the development and implementation of strategy.

Call centre have moved from being premised based to cloud and now hybrid cloud………………  As the millennial generation matures, these individuals are becoming the driving force behind how businesses and contact centres interact with customers. Importantly for contact centres, it’s about providing seamless interaction using communication channels that are preferred by millennials. Voice calls are no longer the primary means of communication, and most millennials favour e-mail and chat, or self-help services like chatbots. The key is constant and careful analysis and reflection, and never getting stuck in doing the same thing because it worked today – tomorrow things will be different.