Articles
A multidimensional approach to CX design is needed, where AI sits at the heart of a contact centre's CX capabilities, says Deon Scheepers, customer engagement executive at Pivotal Data.
Implementing intelligent technologies empowers contact centres to accommodate shifting consumer engagement preferences, says Deon Scheepers, customer engagement executive at Pivotal Data.
Proactive customer communication is the new route to effective customer interaction, says Deon Scheepers, strategic consultant EMEA at Interactive Intelligence.
A new kind of customer engagement is required in the form of smart, connected interactions.
Agents need access to systems and processes that enable them to easily access information and handle unforeseen circumstances, says Deon Scheepers, strategic consultant - EMEA for Interactive Intelligence.
It is vital to look at the metrics when analysing customer experience, trends and staff planning.
Enterprises must look to all-inclusive unified communications to handle their communication traffic.
Enterprises must look to a more streamlined and all-inclusive way to handle their communication traffic, says Deon Scheepers, regional business development manager at Interactive Intelligence Africa.
Articles About Deon Scheepers (12)
Contact centre operators must apply intelligence to customer data to create a rich, unified view of the consumer, says Deon Scheepers, customer engagement executive at Pivotal Data.
Integrated omni-channel engagement and communication capabilities are non-negotiable, says Deon Scheepers, customer engagement executive at Pivotal Data.
Genesys' inaugural G-Summit Johannesburg focused on the latest CX trends and the impact of AI, IoT and mixed reality.
