Intuate Leveraging the contact centre executive forum
More information about the Intuate Leveraging the contact centre executive forum, which take place on 10 March in Johannesburg, is available here.
Many contact centres are not exploiting new technologies, especially when it comes to process automation.
This is according to Mark Edwards, director of products and services at Intuate Group who will be speaking at the breakfast forum called 'Leveraging the Contact Centre' on 10 March at the Southern Sun Grayston in Sandton.
The forum is organised by ITWeb in partnership with Intuate Group.
His talk will be based on integrating the contact centre with business processes to drive improved ROI.
He says contact centres should look at ways to utilise technology more effectively as an answer to cutting costs and meeting business demands.
“Technology enables businesses to integrate old and new backend systems for better automation, which translates into better service delivery,” he says.
Edwards adds that contact centres need to be underpinned by innovative technology to remain competitive.
“Contact centres face a variety of different challenges to remain viable, as margins narrow, costs increase and contact centre managers are frequently expected to develop their contact centre into a profit centre.”
“What contact centres should be looking for in technology is to drive productivity as well as more responsive service. Moreover, they should ensure a seamless interoperation of existing and next-generation solutions to drive customer experience success,” he says.
He also points out that after implementing technology to automate processes, the strategy for contact centres should be to uplift in-house skills to ensure contact centre staff add more value to clients.
Identifying strategies to realise more significant ROI, get ahead of business demand and gain a competitive advantage is an important factor of today's contact centre, he says.
This breakfast forum is suitable for chief executives, CIOs, IT managers, operational executives and procurement officers and buyers. The attendees of the forum will learn about changing contact centre trends as well the impact modern technology has on the call centre.
The forum will also help organisations to survive situations where smart technology is able to connect customers directly to business processes.
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