The intricacies that come with integrating an enterprise resource planning project is changing customer demands.
Integration with technology is changing the way contact centres operate, says Intuate Group.
Despite transformation in communication channels, many people still prefer using call centres for queries, says survey.
SA must follow India's offshoring example and take its place at the BPO banquet table.
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
Call centre workers are furious after Australia's Telstra revealed its closure.
ITWeb CX Summit Executive Dinner
The company has seen a significant growth in sales since implementing Tracer MW, the mobile sales efficiency solution.
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
A few hundred people participated in a protest over Joburg's billing crisis this morning.
The outgoing hotline makes 3 500 calls a day to resolve the billing issue plaguing residents.
ATIO will represent the Wadaro TAP customer experience management solution in SA and other African countries.
ITWeb CX Summit 2025
The future of CX
During an executive breakfast, held on 19 April in partnership wit ITWeb, Verint shed light on predictive analytics in CX. Attendees also benefited from insights on emerging technologies that might empower consumers and businesses in the future #ITWebFutureCX #verint #customerexperience
Samsung SA has selected Inter-Active Technologies to manage all aspects of its customer service call centre.
A breakfast forum is to be held in Johannesburg to unpack the challenges and address the changing contact centre trends.
In this World Wide Wrap: Press slams UK call centre plans, city's contract centre contract extended, and BT Australia avails new facility.
Noble Workforce Management 2.1.1 is a planning tool for contact centre management. [Local rep: Intuate Group]