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Throughout the modern world the customer service and contact centre environment is undergoing dramatic change. Against the backdrop of the strategic realisation that the Customer Experience has come to the fore and reached the top of the boardroom agenda, several major global and regional trends have emerged. In a two hour seminar session, internationally recognised industry analyst and contact centre consultant Rod Jones will outline the current South African contact centre industry and will paint a picture of the impact that global trends and how these have and will impact on the local industry.
According to leading international business and contact centre analysts, some of the key global trends impacting on the industry are as follows:
- Managing the Customer Experience
- Quality Management and Quality Assurance
- Real-time Interaction Analytics
- Workforce Optimisation
- Outbound & Telemarketing
- Social Media Integration
- Hosted and ‘Cloud’ services
- Public Sector growth (contact centres)
PresentationGlobal trends regional impact
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About Rod JonesRod Jones, Contact Centre Industry Specialist
In a career spanning over 35 years Rod has gained high-end experience and unique expertise in virtually all forms of advertising, direct and relationship marketing, customer services, call centres and contact centres. He has long been recognised internationally as an expert in the field of call centres, customer management, customer club management, customer relationship marketing, loyalty programmes and many related database–orientated and direct marketing methods. Since 1985 Rod has been at the forefront of the South African call centre industry and telephony-based marketing. He plays an active role supporting leading South Africans call centre and contact centre associations and professional bodies. As a professional consultant Rod provide an extensive range of professional services concentrating on the strategic, planning and operational issues of Call centres, Customer Management and BPO. A prolific writer, industry analyst and an accomplished public speaker, Rod regularly presents papers, seminars and workshops and corporate training on various aspects of call centres, contact centres and customer relationship management. His clients include blue-chip South African companies, national and local government agencies and parastatal bodies as well as organisations in Botswana, Kenya, Uganda, Rwanda, Namibia, the UK and more recently, New Zealand.