Contact Centre Quality Assurance and Customer Experience

Managing Contact Centers Effectively.

Digital transformation is an inevitable process that a global business goes through to adapt to the new realities of the digital economy. Due to the introduction of robotisation, AI and machine learning, the ability to provide decent customer service will change the model of companies in the future. Organisations are faced with the strategic task of keeping abreast of technology and customer behaviour.

The choices you make when shaping the strategy for CX and the use of digital capabilities will determine the future success of your company/Organisation. Information is power! The main key to success is to understand the client: his story, as well as future needs. Without a clear focus on data collection and analysis, the company will not be able to provide customers with a personalised approach and quality services. The contact centre is no longer limited to voice-calls. The versatility of big data means that everything from customer on-boarding documentation and web-browsing click-stream data to auto telematics, geo-spatial data and social media interactions can be lumped together for convenient analysis. The result is improved customer profiles, enabling businesses to offer their customers a more personalised service.

This conference will provide participants with an opportunity to get acquainted with both expert, analytical opinions, views on the future, and with today's practical experience of successful companies in the field of analytics, customer engagement, customer experience, quality assurance and technological advancements for contact centres.

Date: 28 March 2019 to 29 March 2019
Time: 08:00 - 17:00
Venue: Holiday Inn, Sandton, Johannesburg
Cost: R7,999 excl. VAT

Contact: Ryan
Company name: Empire Conferencing & Training
Telephone number: 0739469796
Email address