Contact Center Automation to Modernize Customer Services
Having good customer service for the satisfaction and loyalty of your customers is a no-brainer. The bigger question is; why do we get frustrating service from the call center of a business?
In this episode, Wynand Smit, CEO and Founding Partner of Inovo answers the crucial question.
Inovo is an IT services & product company in South Africa providing cloud-based contact center solutions to large and mid-size companies. Wynand reveals the secret to great customer service through your contact or call center is 'personalization'.
His company has vast experience in optimizing the acquisition, sales, and revenue collection for customers in the telecom, banking, healthcare, and software industries.
In this episode:
Why do customers often have frustrating experiences with contact centers?
How businesses can use data analytics and artificial intelligence to improve customer service?
Potential for chatbots in customer service
Why does Wynand advocate using AgilePoint as a 'glue' that enables a superior cross-channel customer experience?
- Wynand's background
- Experience in customer services and Inovo's progress over time
- Evolution of the contact center
- Experiencing unsatisfactory services from call centers
- How do call center executives handle customer contact?
- How service-based businesses can embrace modern technologies in their contact center operations?
- Dealing with customers using technology.
- Chatbox customer services.
- Orchestrating processes and technologies in a call center
- Establishing a single source of truth for customers
- Speech analytics, chatbots, and self-service capabilities