Contact centres in South Africa are under pressure to evolve to meet the changing needs of customers who want to interact with companies using electronic channels such as Web, e-mail and social media, in addition to the telephone.
The demand for this shift is clear; Gartner has projected that, by 2014, social media will serve as another communication channel that will require a monitoring and response system.
• Eugene Schalkwyk, chief technology officer, Vodacom;
• Larry O'Sullivan, relationship manager, Rand Merchant Bank (Private Bank);
• Deon Scheepers, regional business development manager, Interactive Intelligence;
• Loane Sharp, labour economist, Adcorp;
• Francois Vorster, MD, DigMe;
• Alastair Tempest, COO, Direct Marketing Association South Africa;
• Andy Quinan, marketing director, Database Solutions;
• Daniel Munslow, COO, Talk2Us;
• Troy Hector, executive: large business services, Telkom SA;
• Ismail Sadek, director, Milpark Business School;
• Matthew Brown, business strategist, Hero Group,
• Kevin Austin, principal lead, Karabina Solutions;
• Gareth James, solution strategist, CA Technologies;
• George Kirk, call centre executive, Consulta Research
Professionals in the contact centre industry attending this event will leave having an understanding of the impact, which the modern virtual world has on their organisation; be informed on how to maximise organisational ROI; gain practical advice on how to effectively manage their call centre operations and network with key decision makers within the industry.
For more information, email az.oc.as-ict@ofni.
