Strategic priorities can be are set to embrace new trends and behaviours of CX.
In this presentation we will explore the trends that are shaping the world of work and affecting the levels of engagement of service professionals. We will look at the essential skills that both leaders and service professionals will need to make your brand desired in future.
Ice cream is one of those things everybody loves. It’s hard not to be cheered just by the sight of it, isn’t it?
Then there’s the good stuff. That A-grade gelato that draws people in from miles around.
Leadership is much like ice cream. And as with world-class ice cream, there’s a recipe to world-class leadership.
We have changed the way that we “Think about Workforce” (human and non-human), how we value and support the people element and human touch, and the development of skills that are relevant to the future to ensure job creation. Throughout your career you can be many people and wear many shoes, that is why, instead of employers putting their employees into boxes, they must use unique tactics to attract the right thinking, attitude and talents in their organisation. Today’s world needs people who can solve complex problems, have many different interests and skills – and so does your Contact Centre!
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.
The Cat in the Hat! An eccentric and anarchic character that always shows up when children are bored, constrained, unstimulated … and chaos ensues!
When we first deploy customer facing employees, we do everything we can to inspire and excite them about the opportunities open to them – if only they follow the rules and take accountability! Then we place them in an environment saturated with policies, processes and procedures that they must follow or else face the dreaded wrath of the quality controller! But who are these rules serving? Customers? The Business? Management?
Using the lessons from Harry Potter and you will be surprised that there are many, how can we become better leaders within our contact centres. Not only was he a magical wizard, but alongside the other characters there are leadership and life lessons that will impact how we as call centres experts interact with our colleagues and reports on a daily basis. This presentation will ensure that us muggles can become more magical and ensure we grow and develop talented teams.
A look at the 2017 Global Customer Experience Report, including contact centre, digital, back office and physical operations, providing the latest best practice CX or customer experience approaches from across the globe.
Today, a customer’s feedback is so much more impactful on a brand than it was even 10 years ago, with the advent of the internet and, in particular, social media. It’s for this reason that customer experience – or CX as it is affectionately becoming known – should be a foundation pillar of any business, as customer-centric businesses that can evolve, despite a continually changing customer interaction environment, will achieve long-term success.
Today’s customers expect to engage with your company using any device on any channel, at any time. Their journeys often touch several departments within the business – from Marketing and Sales to Billing and Support – and at every point they expect you to know who they are, understand their prior interactions and enable seamless service.
Every employer struggles with the issue of employee engagement, and more so within the intense call center environment. Legitimate Leadership addresses: How to get employees to come to work every day and put in their best effort? How to keep employee turnover down? Leaders with legitimacy, in an organization where leaders and employees trust each other, will gain employees who contribute willingly and accept accountability for delivering their best results.
South Africa has fast become the destination of choice when it comes to offshoring and the tainted first thought that comes to mind for South Africans is that labour hire/acquisition is cheap. The consideration that offshoring has economic benefits for SA (and the client) is fair; however what opinions and presumptions are linked to South Africa that attracts foreign investment into the Contact Centre Industry? What is the unique and dynamic contribution of South African role-players relative to international campaigns?
As the face, voice, and personality of a business, the contact centre lies at the heart of a positive customer experience. Join Wynand Smit, CEO of contact centre solutions provider INOVO, as he discusses how to identify the biggest opportunities for improvement and the practical steps required to achieve customer experience excellence.
Behavioural economics, which studies human decision-making behaviour, proves to be a powerful tool in optimising contact centre performance. Behavioural economics has been used successfully in the contact centre environment to address a range of customer challenges and behaviours across a range of industries. In particular, behavioural economics can be leveraged in the contact centre to increase sales, improve retentions and influence channel-usage.
“There is a growing trend for more and better ‘People Data & Info’ to help companies with talent management. However, too often organisations go about this the wrong way. We’ll share some of the right ways for how organizations can doing this better.”
South Africa is known as a quality destination for BPO operations, but where are contact centre salaries positioned in relation to this promise of quality service delivery? Join us to explore the important link between effective attraction, motivation and remuneration strategies AND achieving quality client interactions that lead to optimal contact centre performance.
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.
Key to success in a 21st Century organisation is understanding and embracing the unique gifts of four generations, to blend said gifts and ultimately to make Magic. Gen Y and Z catapult the need for blending more than ever before due to their innate genre of consciousness that is both mind blowing and mind numbing. What is this consciousness and how do we blend to make magic?
Advance Call will demonstrate what the practical applications of the new ISO 18295 – Part 1 – Requirements for Customer Contact Centres) standard entails and how it was implemented throughout the business.