Focus on contact centre evolution

As customers' behaviour and communications evolve, call centres need a customer service software solution that evolves with them.

This is according to Gartner, which says, escalating customer expectations and requirements have strained traditional contact centre environments by driving up complexity and costs.

To leverage this Intuate Group, in partnership with ITWeb, will be presenting the latest innovations and sophisticated technologies within the contact centre space at its 'Leveraging the Contact Centre' breakfast executive forum on 10 March at the Southern Sun Grayston in Sandton.

Speakers at the session will look at how technology is changing call centres by enabling radical process improvement and automation through integration with back office systems and functions.

Local and international speakers include futurist, philosopher, problem solver and business consultant, Pieter de Villiers; senior vice-president for Noble Systems, Chris Hodges; and director of product and services at Intuate Group, Mark Edwards.

ITWeb calls on CEO, CIOs, IT managers, operational executives and procurement officers and buyers to attend the forum to learn about changing contact centre trends as well understand the impact modern technology has on the call centre.

“Businesses have to know that inbound customer service contact centres are changing and so are telesales operations as well and emergency contact centres are much more responsive and credit collection call centres might soon experience the most radical changes of all. Specialist advisory contact centres might even disappear,” it says.

Intuate says one has to know that the cost effective call centres of the future are also driven by modern technology.

Gartner points out that the cost of acquiring a customer is 10 times greater than maintaining one, optimising efficiency, staff productivity and leveraging new technologies to meet today's challenges have never been more critical.