Oluseyi Folaranmi

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.

Panellists:

With digital platforms being one of the most lucrative business models in the digital economy, the crucial battlefield for retailers has shifted from the high street to a combination of both offline stores and the online world. Discover different tools and strategies your organisation can implement in leveraging on the ever changing face of e-commerce, whether from the field of retail, logistics or infrastructure.

Historically, most corporations have given managers who oversee the customer experience a simple mandate: Operate the contact centres as efficiently as possible. Today, however, these managers face a second—and sometimes conflicting—demand: Increase the effectiveness of the customer experience enough to generate higher levels of customer satisfaction and repeat purchases. Learn how to overcome these competing demands, as well as explore new strategies, practices and tools to achieve operational excellence, while delivering higher revenue, as well as the satisfaction—and future-readiness—that customers expect.