IQPC South Africa is delighted to announce Call Centre Excellence 2014 to be held in Johannesburg from 18 - 20 November 2014. The event will bring together call centre experts from cross-industries to cover real-life case studies on how to optimise operations, leverage customer experience for competitive advantage, and better manage performance in today's "customer-centric world", in order to drive your call centre to the next level.
Delegates will hear from our expert speaking panel consisting of Jerome Forsyth-Githahu, Head: Contact Centre, Protea Hotels; Thomas Ngubane, Head of ECM Direct - Emerging Consumer Markets, Liberty; Naseema Moorgas, Workforce Optimisation Manager - Customer Service Operations, Eskom; Rod Jones, Chairman, Independent Contact Centres Consultants Association; Tilly Davies, Managing Director, Call Centre Hub and many more.
This conference is being built on the backdrop of the fast-growing call centre industry in South Africa. As competition rises and technology becomes better and better, many customers begin to view call centre quality as a deciding factor when selecting a product or service provider. Customer service has thus become a very important quality for a company, putting a lot of pressure on call centre professionals to provide excellent experience to each caller.
In order to stay ahead of the competition and capture maximum quality and efficiency, call centre operations need to be optimised according to organisational business strategy in order to enhance customer experience - which positively impacts organisational profits.
Call centre management is about consistently evolving to exceed the expectations and desires of your customers: there is no such thing as “good enough.” Improving productivity while reducing operational costs as well as delivering excellent customer service is on the top of South African call centres’ agendas.