Major uses for Workforce Management within an Omni-Channel Contact Centre include simplifying and automating processes of staffing and scheduling, says ScopServ Integrated Services.
The JSE-listed technology services firm retrenches employees, as the impact of the COVID-19 pandemic takes its toll.
Companies wanting to survive the pandemic’s fallout have to accelerate the pace at which they move to frictionless customer engagement, says SAP Digital Interconnect.
AI can support human staff and make them ‘superhuman customer service agents’, says Vishal Chopra, Freshworks.
Navigating the CX value chain
Marnitz van Heerden, Head of Customer Experience at Discovery Health, shared his views on the changing role of the CxO, measuring value against revenue and the upcoming CX Summit. Taking place at The Maslow on 5 October, the CX Summit is an unmissable event that will connect the dots between tech, employees and customers. To register, go to www.itweb.co.za/event/itweb-cx-summit-2023 today! #ITWebCX2023 #discoveryhealth #customerexperience
With the Quality Management System tool from Enghouse Interactive, it is possible to continuously evaluate each of the interactions that agents have with customers.
ITWeb CX Summit Executive Dinner
Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers.
Everything, everywhere, all at once in CX
Sponsored by Verint, the ITWeb CX Summit 2023 will connect the dots between tech, employees and customers by providing insights and learnings into how to ensure that organisations reach customers where and how they want to be engaged. With an agenda that speaks to the entire CX value chain, the event - taking place on 5 October at The Maslow in Sandton - will equip organisations with the means to ensure their tech stacks and strategies bring their customers closer and keep them there. Register at itweb-cx-summit-2023/registration today! #ITWebCX2023 #verint #customerexperience
The customer relationship strength measure helps companies allocate scarce resources to drive revenue.
Identity verification is often overlooked, but it is a crucial component in dealing with social engineering attacks.
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Communications platform as a service drives the connections between the enterprise, people and things.
Avo Business has signed up over 1 600 merchants as demand from customers has increased.
Successful data management partners usually build up an extremely good reputation with their customers, says Gerhard Fourie, district channel manager for Commvault in SA.