Demystifying Enterprise Innovation

Having good customer service for the satisfaction and loyalty of your customers is a no-brainer. The bigger question is; why do we get frustrating service from the call center of a business?

In this episode, Wynand Smit, CEO and Founding Partner of Inovo answers the crucial question.

Inovo is an IT services & product company in South Africa providing cloud-based contact center solutions to large and mid-size companies. Wynand reveals the secret to great customer service through your contact or call center is 'personalization'.

His company has vast experience in optimizing the acquisition, sales, and revenue collection for customers in the telecom, banking, healthcare, and software industries.

In this episode:

Why do customers often have frustrating experiences with contact centers?
How businesses can use data analytics and artificial intelligence to improve customer service?
Potential for chatbots in customer service
Why does Wynand advocate using AgilePoint as a 'glue' that enables a superior cross-channel customer experience?

Show Notes

Wynand intro 00:00–02:44
  • Wynand's background
  • Experience in customer services and Inovo's progress over time 
Wynand's perspectives about the contact center operations 04:04–07:40
  • Evolution of the contact center
  • Experiencing unsatisfactory services from call centers
  • How do call center executives handle customer contact?
Integration of modern technologies 04:04–16:45
  • How service-based businesses can embrace modern technologies in their contact center operations?
  • Dealing with customers using technology.
  • Chatbox customer services.
Inovo cloud contact center and businesses gaining most from it 19:06–24:23
  • Orchestrating processes and technologies in a call center
  • Establishing a single source of truth for customers
  • Speech analytics, chatbots, and self-service capabilities

What is Demystifying Enterprise Innovation?

This podcast by AgilePoint brings you fresh ideas from the trenches every week. It's not a step-by-step guide but a sneak peek into the minds of experts with field-tested ideas, templates, and frameworks they have used to implement digital transformation programs, for other enterprises. If you want to be sure you get practical and focused advice about enterprise digital transformation in under an hour, don't miss an episode.