The focus is now on delivering fully integrated touch points and interaction, says N'Lighten.
The application is designed to give contact centre agents greater mobile access to Aspect's Workforce Management solution.
The future of the contact centre is about asking questions.
An Interactive Intelligence Webinar, on 2 July, will focus on agent capacity planning and analysis to deliver service excellence.
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
Social media can be used to captivate customers intuitively and organically, says Pommie Lutchman, CEO at Ocular Technologies.
ITWeb CX Summit Executive Dinner
Few contact centres use even basic technologies like e-mail, fax and Web chat to connect with customers, says Nashua Communications.
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
Companies would do well to tap into what their customers really think, says Richard Firth, CEO of MIP Holdings.
It is vital to look at the metrics when analysing customer experience, trends and staff planning.
The solution offers the proactive management of customer experience for the mid-size contact centre.
Ninzi-Connect has been appointed as the sole OpenSpan distributor in SA.
AWCape was contracted to implement Sage CRM at Wesgro.
Bytes People Solutions has packaged a two-day customer service excellence programme aimed at up-skilling call centre agents.