Bernard ChegeEast Africa Call Center Manager
UAP – Old Mutual Group
Omni-channel is all the buzz. Undoubtedly, you want to properly manage email, chat, text, and more.
But the what, where, why, and how are not so simple! This session will dive into the role of various systems, including the ACD and CRM, and how they work together - or are colliding! This session will explore integration challenges and what omni-channel routing and reporting means for other tools like quality monitoring and workforce management. And no technology discussion is complete without the cloud, so this session will go there too.
1:30 PM Overcoming the challenges of an omni-channel environment while battling infrastructure challenges such as poor connectivity, slow systems and inferior communication
Smooth-running call centre operation rely on the facility’s connectivity. Connection issues plague an operation and prohibit the group from functioning at top speed and efficiency. This session will further illustrate the correlation between a strong connection and a successful contact centre, as well as depict proven, best-practice methodologies to respond to poor connectivity to avoid disaster and ensure effective client interactions.