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Inovo: Practical Ways to Optimise Contact Centre CX

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.   

As the majority of companies begin to recognize the importance of the customer experience (as a competitive differentiator and a key performance measure), and the role that the contact centre plays in shaping this, a focus on CX has become a key requirement to be truly competitive in a challenging economic climate.

As the face, voice, and personality of a business, the contact centre lies at the heart of a positive customer experience. But as customers become more demanding and their loyalty becomes even harder to achieve and maintain, the pressure to adapt and improve becomes so much greater. From omni-channel, data, people, systems and process challenges to shrinking budgets and hyper-competition, a focus on CX is needed to drive every business forward.

But where to start?

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.

Speaker: Wynand Smit

With over 10 years of operational and strategic experience in the SA contact centre industry, Wynand’s understanding of technology and its application to business has benefitted multiple organisations across a variety of industries. As CEO of contact centre solutions provider INOVO, he is passionate about using the contact centre as a platform to drive positive change in a business.

About Inovo

INOVO offers contact centres a flexible way to service, sell to, or collect from customers across any channel – all with a view to transforming the customer experience, saving costs and driving efficiency and profitability. Through a collaborative approach, we provide award-winning technology, solutions and professional services that deliver better, measurable results.

www.inovo.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