Explore business process outsourcing in the South African context and climate at CEM Africa Summit

The anticipated Customer Experience Management Africa Summit will be held in Cape Town from 2 to 3 August 2012.

July 20, 2012

The anticipated Customer Experience Management Africa Summit will be held in Cape Town from 2 to 3 August 2012. The event will bring together Africa’s industry leaders, and provide a unique platform to build relationships, share ideas and most importantly, to do business. The summit is produced by international business-to-business conferencing company, Kinetic Events.

The South African government, together with combination of resources with other South African business advisory and support groups, is committed to actively promoting South Africa as a business process outsourcing destination of choice within the customer service industry. Industry executives and professionals are seeking advice and guidance through outcomes expected along the journey of transformation and whether enough is being done to assist the country in positioning itself as an international customer call centre hotspot. Forecasting promise and future expectations are at the forefront of debate among South African industry peers with recent changes in the South African telecoms sector removing several barriers.

Explore the alignment of brand promise with employee behaviour at the CEM Africa Summit. Enterprise employees are the frontline of the brand promise, proving the importance of understanding the company’s’ direction, values, and most importantly, the brand promise. It is imperative that staff are well-skilled, knowledgeable and apply the correct tools to deliver core business strategies successfully and to the best of their ability. Matching up call centre resources with the predicted workload is a critical step in effective management of call centre operations, providing the ability to study historical performance and forecasted trends in call volumes, staffing levels, and other key factors determining optimal balance, improving operations efficiency, optimising service levels, and improving the overall customer service experience.

Engaging consumers and creating loyalty with mobile, presents invaluable opportunities to increase revenues right through the commercial process. Operational costs have the potential to be greatly reduced through mobile technology, while customer care costs are significantly reduced and customer care experiences improved using a direct and personalised nature of mobile communication.

The CEM Africa Summit explores the technological advances currently available, assisting you to adopt the customer experience techniques which will allow you to differentiate your brand in the industry among the marketing “noise”.

For more information, to register to attend, comment or photographs, visit www.cemafricasummit.com or contact Shaunei Meintjes on +27 21 555 0866 or [email protected]. Follow @ITLeadersAfrica and @KineticEventsSA on Twitter for daily updates and news feeds.