Customer Experience Management for Pros

Customer Experience Management for Pros

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Call centre expert Inter-Active Technologies will be providing an in-depth insight into the future of enhancing customer services at the CEM Africa Summit, which is being hosted in Cape Town on August 2 and 3, 2012.

The CEM Africa Summit serves as a platform for industry leaders acrossAfricato discover the latest trends and developments in the customer service arena, while experiencing the benefits of the latest technological advancements through interactive workshops and presentations.

Market differentiators

As a platinum sponsor at CEM Africa 2012, Inter-Active Technologies will be running a series of 90-minute workshops to provide guests with an insight into the key differentiators that enable customer interaction to flow more efficiently.

Inter-Active Technologies founder Brendan van Staaden will be a keynote speaker at the summit. He has played an instrumental role in ensuring that the company has gained unprecedented success in enhancing customer interaction and improving customer experience for its client base.

Inter-Active Technologies managing director Jacqui van Staaden points out that the workshops will enable guests to gather new differentiators in Customer Interaction Enablement, defining business rules, applying those rules and doing so with the right technology.

“On a global scale, South Africa’s overall reputation for customer service remains poor, and many large companies are under the impression that they are providing a good level of customer service, when in fact they are not. It is time for customers to be treated as they wish to be treated, rather than being told‘how’ they will be treated.  Inter-Active Technologies are key enablers in this space and will lead the effort in teaching local organisations how to do this,” explains van Staaden.

Social media and customer interaction

According to van Staaden there will also be a major focus placed on social media and the role that it plays within modern day customer interaction.

“Social media platforms such as Facebook and Twitter enable a business to obtain a better understanding of exactly what their customers expect from them in terms of communication. What’s more, social media plays an enormous role in brand advocacy, and it is therefore essential to effectively utilise this tool to ensure that satisfied customers help to promote your brand.”

Van Staaden adds that the CEM Summit also aims to assist enterprises in effectively managing potential risks and reducing costs, while engaging in exclusive networking opportunities to advance the goals of customer service excellence.

“Inter-Active Technologies is proud to be a platinum sponsor at CEM Africa, as it is a perfect forum for us to showcase our excellence that has been derived through hard work and tenacity in a highly-competitive market. Our main objective for the summit is to clearly deliver our message, ‘listen, understand, deliver’, to delegates at the event,” van Staaden concludes.

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