Hear from the most senior, knowledgeable, and influential call centre managers from Safaricom, KCB Bank Group, Etisalat Nigeria, Airtel Networks Kenya, Barclays, and more.
Download the agenda now to see what they are presenting on!
State of the Market Report: Contact Centres in Kenya
Africa's contact centre industry is undergoing rapid growth as well as significant change as the region is poised to become a centre of ICT and BPO excellence within a matter of years. Download this report to gain insight into the key factors that make Africa (with particular emphasis on Kenya) suitable for contact centre expansion and evolution. Also highlighted are the chief challenges that the industry needs to understand and overcome.
The improving state of contact centres in Africa: Interview by Hilario Fiandeiro
Download this interview with Hilario Fiandeiro, an ICCCA expert Call Centre & Customer Experience Consultant & Trainer, to understand the rapidly evolving potential of the African call centre industry. Discover the top challenges currently affecting the industry as well as the key technologies and methodologies that Hilario recommends for contact centres trying to distinguish themselves from the competition.