You can make or break the customer experience in the contact centre. From your customer service team to the data, channels, processes, systems, and the intelligence that supports them, every aspect is critical in defining the customer journey. But where to start?
Join INOVO and Enghouse – Presence Technology for a session at CEM Africa where they discuss practical solutions to these common challenges.
“Every touch point is like a customer experience pendulum – swinging individual sentiment one way or the other,” says Wynand Smit, CEO of contact centre business services provider INOVO.
“Solving the CX dilemma lies beyond just using the right technology – it’s about understanding how to practically apply insights to make a real difference to the customer, and in turn providing true business returns,” Smit concludes.
“We are thrilled to be partnering with INOVO to sponsor CEM Africa this year. It provides the perfect platform for both of us to share knowledge and help businesses address a challenge so pertinent to the contact centre and modern business environment,” says José Luis Castaños, Founder & EVP Business Development of Enghouse – Presence Technology.
INOVO’s clients vary from 10 seat contact centres to up to 1200 seats across several sectors such as: telecommunications, financial services, retail, healthcare, hospitality, travel and leisure. The company, founded in 2006, boasts top blue chip clients such as Woolworths Financial Services, Truworths, Tsogo Sun and Mango Airlines, among others.
The Presence Software Suite has been developed and evolved for over 15 years by a team of professionals with an extensive operational contact centre experience. Presence Technology – Enghouse solutions has been implemented in more than 22 countries by partners worldwide, including INOVO in Africa.