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Quintin van der Merwe – Telesure

Intraday Automation – the hyperdrive of daily real-time management.

  • How to achieve a proactive view of the whole day as Intraday Automation automatically tracks staff attendance and workload through the day, recommending in advance how to fix areas of crisis.
  • Seizing quit time and redeploying it to more productive work such as achieving coaching and training targets. Companies that automate their real-time activities will achieve stronger agent utilization.
  • Data can inform positive business change, with the technology to produce automation performance reports within 6 seconds this will free up team members time and provides the organization with total data transparency.

 

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