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Jeff Kian

Get paid – call centre must be an extended channel of business.

XDS

We present our research and solution in the field of Automated Contact Centre Quality Assurance. Contact centres are continuously striving to ensure quality delivery, maintain compliance and reduce costs high churn rates of agents in contact centres means agents require continuous monitoring and training interventions. Our team has taken on the challenge of using automated monitoring using localised deep learning transcription engines coupled with nature language processing data mining techniques we help contact centres automatically monitor agents for script adherence. Alert managers if agents miss steps or fail to communicate mandatory pieces of information. Monitor agents across campaigns automatically highlighting problematic areas and optimise training. We assist companies optimise sales and collections by matching the  hottest leads with your best agents to give your team the highest change at closing. Covered are challenges, technical and business consideration of implementing an automated quality assurance solution in the South-African context.

Bio

Jeff Kian is a former Chemical Engineer turned Data and Innovation enthusiast. His experience range a host of industries form manufacturing, logistics, strategic advisory and financial services. He is currently running an 15 man data science team specialising is using data and technology to help organisations enhance insight, optimise process efficiency and minimise risk.

http://www.xds.co.za

ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za