Johannesburg, 08 Oct 2010
Bytes Intelleca and Alcatel-Lucent Genesys will be hosting the annual
G-Summit, to be held this year on 12 October, in Johannesburg, at Summer Place, and 14 October, in Cape Town, at The Taj.
The theme of 2010's G-summit is: "Achieving Exceptional Customer Service in 2010 & Beyond."
Contact centres today have become increasingly customer-focused, bridging a proliferation of communications channels to give companies a variety of opportunities to host a conversation with their customers. The theme of this year's summit is changing the view on how to consider and accommodate the many new channels and forms of interaction and communication, including the wide range of social media platforms.
Presenters:
* Bruce Eidsvik, vice-president, strategic solutions, EMEA,
Alcatel-Lucent Genesys, will present on how companies are strengthening customer relationships by delivering the most appropriate form of customer service through any channel.
* Chris Isaacs, e-services strategic advisor, Alcatel-Lucent Genesys, will speak about the key trends that will shape the future of customer interaction and what customer service leaders need to do today to achieve exceptional service levels in the future.
* In a similar vein, speakers will also consider how the contact centre needs to be integrated into the enterprise, from back office to front office. Customers and consultants will share insights, strategies and best practices with attendees.
* Gerry Cools, head of customer service at Belgacom, will present a case study on how the Belgian mobile operator leveraged the success of its self-service channel to convert Web visitors into customers through the contact centre.
Andrew Holden, MD of Bytes Intelleca, says: "G-Summit consistently introduces partners and customers to innovative products and methodologies to improve productivity and the customer experience with a local market understanding. Each year, G-Summit goes beyond the industry norms and motivates customers to embrace new ideas and subsequently develop integrated solutions for their customers and the marketplace.
“This is an event for businesses seeking to harness global trends and transform their contact centres so that they can turn great customer experience into a reality."
For more information about the G-Summit, contact Gary Room, Bytes
Intelleca, garyr@intelleca.co.za, 011 205 8000.
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