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Perry de Jager

Self-service and the future balance between tech and people in a call centre.

Perry de Jager, Principa

We are an international data analytics company based in South Africa and a member company of the Transaction Capital Group. Our data scientists, developers and consultants work together to develop data analytics products and solutions that derive answers, predictions and recommended actions from large and complex data sets for over 150 companies in 30 countries in Africa, Middle East and Europe.

We are experts in using data insights to predict human behaviour and drive the optimal outcome: from identifying the most profitable customers or account holders to target to identifying and targeting your most cost-effective marketing initiative for a defined market segment. Our aim is to turn data into wisdom that enables companies to work wonders.

We take data, organise it into information, interpret the data and draw insights to give you an understanding of your current situation. We then apply our knowledge and experience to help you make decisions and develop strategies that improve or change your situation. Together with our data analytics skills and products, industry experience, and technology we help companies work wonders.

As we look towards the future of AI in the call centre, we will explore:

• The impact on human fallibility on decision making.

• How AI and the 5th industrial revolution will impact our contact centres’ operations, efficiencies and skills.

• The myths and fears of AI and

• how to find a balance between agents and AI in your contact centre.

Bio

Perry has been involved in Collections and Recoveries for the past 12 years, spending time in different market segments ranging from law firms to investment companies. At Principa, Perry has worked on extended projects within both South Africa and the Middle East with some of the largest financial organisation, providing on-site consulting within the collections and recoveries space covering strategy, process, people and technology.

Company Profile

We are an international data analytics company based in South Africa and a member company of the Transaction Capital Group.

Our data scientists, developers and consultants work together to develop data analytics products and solutions that derive answers, predictions and recommended actions from large and complex data sets for over 150 companies in 30 countries in Africa, Middle East and Europe. We are experts in using data insights to predict human behaviour and drive the optimal outcome: from identifying the most profitable customers or account holders to target to identifying and targeting your most cost-effective marketing initiative for a defined market segment. Our aim is to turn data into wisdom that enables companies to work wonders.

We take data, organise it into information, interpret the data and draw insights to give you an understanding of your current situation. We then apply our knowledge and experience to help you make decisions and develop strategies that improve or change your situation. Together with our data analytics skills and products, industry experience, and technology we help companies work wonders.

www.principa.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