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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.
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
AI can support human staff and make them ‘superhuman customer service agents’, says Vishal Chopra, Freshworks.
ITWeb CX Summit Executive Dinner
With the Quality Management System tool from Enghouse Interactive, it is possible to continuously evaluate each of the interactions that agents have with customers.
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
Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers.
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.
Take our CX survey and you could win a R3 000 Takealot voucher.
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.