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News : Index to Gauge Level of Customer Satisfaction

#contactcenterworld, @ccaz2, @CICMGLOBAL

Harare, Zimbabwe, Aug, 2020 -- The Chartered Institute of Customer Management in partnership with the Contact Centre Association of Zimbabwe, will launch the fourth edition of the Zimbabwe Customer Satisfaction Index (ZimCSI).

The launch is scheduled for August 27, during the Executive Customer Experience Virtual Symposium.

This year’s launch will be running under the theme: ‘Customer Experience Mindset In The Midst of Covid-19’. The index is a national indicator on how companies are performing in terms of customer satisfaction at sectoral level and regionally across Africa.

The report covers 16 sectors including hospitality, healthcare, insurance, retail and banks among others.

Said CICM chief executive Ricky Harris: "The fourth edition comes at a time where winning the trust of consumers in a no-touch contactless world is great differentiator of brands.

"People are reassessing the way they interact with organisations, demanding a whole new type of remote customer experience. Customers today expect companies to be aware of their preferences, needs, past behaviours and expectations. Therefore, the ZimCSI enables various businesses across sectors to gather customer insights and in turn helps respond better to customers’ expectations."

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The ZimCSI as a benchmark is critical in both the public and private sectors within the local economy, as well as for foreign investors eyeing the country’s markets.

Data from the index will help local firms make better decisions in terms of their customer relationship management.

"The Index sheds light on several metrics key in service delivery. Customers rate the quality of their experiences and relationship with organisations on a number of metrics such as service quality, employee professionalism, courtesy, customer effort, perceived value, digital customer experience index and complaints handling," added Ms Harris.

CCAZ president and BancABC chief executive Dr Lance Mambondiani said effective customer service has become ever important due to the Covid-19 pandemic.

"The increased pace of digitisation worldwide is reducing customer loyalty to companies or brands. It is very likely that in the future, no single company will own the customer.

"The customer of the future will be less loyal, extremely demanding, fluid and attracted to companies that can deliver goods and services cheaper and more efficiently with a memorable and distinctive customer experience," he said.

"The popcorn and often fickle new age shopper is more likely to be attracted to a product because of how it makes them feel or because a colleague has recommended it on social media than for its real quality. Customer experience will be the key differentiator."

#contactcenterworld, @ccaz2, @CICMGLOBAL

Posted by Veronica Silva Cusi, news correspondent

About Contact Centre Assoc. of Zimbabwe:
Company LogoContact Centre Association Of Zimbabwe (CCAZ) is a non-profit making national body focused on uniting the Zimbabwe contact centre/customer service industry, its people and growing its standards to global excellence by being the first point of contact in Zimbabwe.
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About Chartered Institute of Customer Management:
Company Logoa globally recognised customer service and call centre training organisation with students in 14 countries. We are headed in the United Kingdom and have our regional offices for Africa based in South Africa. We strive for customer service excellence and efficient call centre management. We aim to offer the highest standard of professionalism in all aspects of customer service globally through offering accredited call centre and customer service certification. Besides offering various academic and certification programmes, CICM publishes the monthly journal “The Customer” which is distributed globally with contributions from leading international industry thought leaders, academic and research institutions. We believe in building quality partnerships and use our operational expertise to create value for our members, partners, stakeholders and industries at large. Each year CICM rewards leading organisations and individuals excelling in customer services in Africa through its prestigious Services Excellence Awards
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Today's Tip of the Day - Make Training Fun

Read today's tip or listen to it on podcast.

Published: Friday, August 21, 2020

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2021 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
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Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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