Interactive Intelligence Customer Experience Forum
Customer service is the key differentiator in a global village populated by competitors. Attend this exclusive executive forum, on 5 July, and discover how to deliver sterling customer service using the latest tools and technologies. Click here for more information.
South African contact centres have not kept pace with world trends, and it's time for them to upgrade to meet the demands of the new generation of consumers.
This is according to Deon Scheepers, head of sales and business development at contact centre specialist Interactive Intelligence.
Scheepers sees local contact centres battling to cope with modern consumers' expectations, which include the demand for multi-channel communications and much faster response times.
“Too many local contact centres are still sitting with legacy systems to which they added various disparate systems to add functionality,” he says. “This is becoming a problem. It's time for them to start fresh.”
With better backend integration and a true single view of the customer, combined with better customer self-service options, contact centres can significantly improve customer service time and satisfaction, as well as improve efficiencies in the contact centre, and thus save money, says Scheepers.
automating manual processes and improving efficiencies, you can increase productivity and give the agents a better working environment. And with staff churn as high as it is in this industry, staff satisfaction is important in containing costs,” he says.
Scheepers will update contact centre and customer service professionals on the state of local contact centres, and the solutions now available to address their pain points, at the Interactive Intelligence Customer Experience Management Executive Forum, on 5 July, at the Hyatt Hotel. For more information or to reserve a seat at this free event, please click here.
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