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How contact centre workforce management impacts on customer experience and your bottom line


Date: Thursday 19 September 2013
Venue: African Pride Crystal Towers Hotel, Cape Town
Time: 08h00 (registration) – 13h30 (lunch included)

Discover how customer experience and contact centre workforce management impacts on your bottom line.

Following the success of the Interactive Intelligence Customer Experience Forums in Johannesburg and Cape Town last year, the contact centre systems industry leaders will again stage briefing sessions in both cities for South African CEOs, CIOs and contact centre professionals.

In partnership with ITWeb, Interactive Intelligence will bring local and international experts together to address one of the key factors behind a successful contact centre – effective workforce management. Delegates will discover how effective workforce management results in improved customer experience, greater staff satisfaction and retention and a healthier bottom line.

They will gain insights into the latest systems and technologies available from Interactive intelligence, as well as hearing a real-world case study on the benefits of workforce optimisation. Delegates will also have the opportunity to network with their peers and Interactive Intelligence staff at this free executive briefing.

On the agenda
08h00: Arrival and Registration
08h30: Welcome address – André Le Roux
08h45: Deon ScheepersGlobal Trends in Customer Experience – Nathalie Schooling, N’lighten
09h30: Deon ScheepersCustomer Service Survey South Africa – how do you compare?  - Deon Scheepers
10h00: Refreshment break
10h20: Consulta Research case study – Prof. Adré Schreuder, Consulta
11h00: What an All-in-One, Multichannel Contact Centre will deliver – Fokion Natsis
11h30: Optimise the Customer Experience with Effective Workforce Management – Adele van Eyssen
12h10: Q&A
12h20: Close and Lunch

 “Customer experience is crucial for business success,” notes Deon Scheepers, head of business development at Interactive Intelligence. “However, customer experience is tightly integrated with workforce management – you cannot deliver an optimised customer experience without effective workforce management.”

In a rapidly changing environment, with new demands from consumers, contact centres must up their game in order to deliver on expectations. Automation and workforce management allow the contact centre to meet these new challenges, and deliver on new expectations.

Don’t miss this opportunity to learn how to optimise your contact centre workforce and streamline operations, for greater customer satisfaction and ultimate business benefits.


About our speakers
View picture gallery - Cape Town
View picture gallery - Johannesburg
View the post-event video


Interactive Intelligence Group Inc . (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities.

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Omni-channel the next customer frontierOmni-channel the next customer frontier
8 Jul 2013 -  The focus is now on delivering fully integrated touch points and interaction, says N'Lighten.