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

Deon Scheepers Nathalie Schooling
Founder and Managing Director, N’lighten

Dr Ric Kosiba,
VP Bay Bridge Solutions, Interactive Intelligence

Prof. Adré Schreuder
CEO of Consulta Research and recognised expert in the field of customer experience management.

André le Roux,
Managing Director for the African Region at Interactive Intelligence

Deon Scheepers Deon Scheepers
Strategic Consultant – EMEA

Fokion Natsis,
Interactive Intelligence Head of Sales - Africa

Adele van Eyssen,
Business Consultant at Interactive Intelligence

Nathalie Schooling

Nathalie Schooling is the Founder and Managing Director of N’lighten, a leading customer service measurement and improvement company in South Africa.

With more than 25 years of experience in the customer service industry, she is a highly experienced strategist, trainer and customer experience improvement specialist. Her belief in the power of customer service excellence as a key differentiator of the modern successful business, combined with her vast customer service and business knowledge has allowed her to quickly establish N’lighten as a sought after customer service improvement organisation with a number of highly recognisable clients.

Combining her technical knowledge and extensive experience with her obvious passion for service improvement, Nathalie works closely with her clients to develop a clear vision of the role that customer service excellence, has in their sustainable success and then formulate strategies that allow them to realise that vision.


Prof. Adré Schreuder

Adré Schreuder completed his junior degrees (Bachelors of Commerce and Honours degree) as well as his master of commerce dissertation cum laude at the University of Pretoria. He started his career as Marketing Assistant at the Marketing Division of the Department of Post and Telecommunication. After three years he accepted a position as Lecturer at the Department of Business Economics of the University of Pretoria in 1988. He was promoted to Senior Lecturer at the end of 1989.

In January 1991 Adré made an important academic change to the Rand Afrikaans University (Johannesburg) where he completed his doctoral thesis in 1992. In July 1993 Adré was promoted to Associate Professor. He returned to the University of Pretoria in 1994 to assume the position of Chair in Marketing and promotion to full professor at the Department of Marketing and Communication Management.

The next important career milestone was when Adré was appointed as Head of Department of Marketing and Communication Management in January 1996. The academic chapter of his career was appropriately closed when he was awarded a position as extra-ordinary professor and negotiated a share equity deal with the University of Pretoria to establish a market research consulting firm called Consulta Research at the end of 1999.

He actively consults to large, medium and small businesses and serves as non-executive director in numerous other companies. He has published at numerous local and international conferences and publications. Adré has been acknowledged in the South African market research industry as the leading expert in customer satisfaction and customer experience research and measurement. International acknowledgement of the contribution made to the measurement of customer satisfaction came in November 2005 when Prof Adré Schreuder was invited to the International Council for Financial Competition to host a panel presentation “Next Generation Customer Experience and Loyalty Measurement.”


Dr Ric Kosiba

Ric Kosiba is the vice president, Bay Bridge Decisions Group. He holds advanced degrees in operations research and engineering from Purdue University (Go Boilers!), and enjoys discussing contact center modeling and planning. Ric was the founder of Bay bridge Decision Technologies and holds four patents in the area of contact center mathematical modeling.

Ric lives in Maryland with his wife Karin, and four kids, Chris, Kate, Carrie, and Kelsie and enjoys coaching youth football, basketball, and lacrosse.


André Le Roux

André Le Roux brings a wealth of business and operational expertise to his role as Interactive Intelligence African Region Managing Director. Having worked extensively with the company over the past ten years in his former capacity at the helm of ATIO’s Interactive Division,

Le Roux is well placed to take Interactive Intelligence to the next level, both in South Africa and across the continent. Le Roux started his career in operations, before moving into a business development position at EDS South Africa, where he was responsible for setting up state-of-the-art contact centres for Telkom and Nedbank.

Le Roux joined ATIO in 2000, and has since steered the company’s interactive division to becoming one of the leading ICT service providers in the country.

Le Roux’s success is a product of his results-driven approach to business, as well as his capacity to seamlessly manage both customer and staff relationships. Whilst he spends a large portion of his time tackling challenges in the workplace, Le Roux still finds time for his family, as well as the odd game of golf when his busy schedule allows busy schedule allows.


Deon Scheepers

Deon Scheepers, Strategic Consultant at Interactive Intelligence is an accomplished contact centre expert, who has become one of the most widely respected voices in South Africa’s ICT industry.

From deploying South Africa’s first-ever digital network to overseeing the development of the first state-of-the-art contact centre for a leading financial organisation, Deon has contributed to the industry in technical, sales and managerial roles over the past 30 years.

He has been in his current position at Interactive Intelligence since January 2012 following a 14 year career with a large local service provider, where he drove the company’s business strategy within the Contact Centre, Unified Communications, Managed Services and Cloud Computing markets.


Fokion Natsis

Natsis was previously the account director for Bytes Intelleca responsible for sales and operations of the hosted contact centre unit in South Africa. He has more than 18 years of experience in the telecommunications industry, working with companies such as Alcatel Altech Telecoms, Spescom Telecommunications, Unisys Africa, IBM and Comverse Network Systems. His experience includes overseeing the deployment of hosted contact centre operations for organisations with as many as 1,000 users. Natsis has a MBA and Management Advancement Program (MAP) from from University of the Witwatersrand (Wits). He also holds a National Higher Diploma in Electrical Engineering (Light Current) from Wits Technikon. He lives in Johannesburg, South Africa with his family, and has a great love for the outdoors, fine wines, music and home-cooked Mediterranean food.


Adele van Eyssen

Adele van Eyssen has more than 20 years' experience within the customer service industries both in Africa and Europe. Adele currently holds a business consultant position with Interactive Intelligence, where she works closely with sales and client success teams to identify and resolve contact centre workforce and process issues to help improve customer service levels. Adele's expertise and responsibility lies within workforce optimisation, as well as contact centre processes and management information.



About our speakers
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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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8 Jul 2013 -  The focus is now on delivering fully integrated touch points and interaction, says N'Lighten.