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Elevating Employee Experience to Drive Improved Customer Outcomes
Call and contact centres often get bogged down by mundane, repetitive tasks that can lead to unhappy agents and poor customer service. We unpack how organisations can remove these common agent pain points to deliver greater satisfaction to their employees and improve experiences to their customers.

Join TechCentral as we speak to CallMiner’s product expert Megan Keup, with lead consultants David Ashton and Shaily Dixit from Teleperformance who’ll dive into the benefits of workforce intelligence and what it means to South African organisations. They’ll share insights from a real-life customer story showcasing how a well-known Utilities provider has improved agent performance and productivity, whilst staying ahead of the curve with regulation adherence.

Attendees will learn
• Practical ways to improve agent performance, productivity and experiences using data & automation
• How to empower your contact centre supervisors, agents, and teams with the right tools to drive positive business and customer outcomes
• What the challenges and priorities are within contact centres like yours in South Africa, and how they currently manage performance, and improve efficiencies using technology.


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Megan Keup
Product Marketing Manager @CallMiner
Megan Keup has worked for B2B SaaS companies for the last seven years and joined CallMiner in 2022, where she works as a Product Marketing Manager focusing on go-to-market strategy and enablement. Her recent work included a strategy for the contact centre segment, specifically Workforce Intelligence.
Shaily Dixit
Principal Analyst Consultant @Teleperformance
Dave Ashton
Principal Consultant @Teleperformance
James Erasmas
Moderator @TechCentral
As part of his extensive studies, James spent two years with the Sandhurst Royal Military Academy where he learnt basic military training, commander training, leadership, battlefield discipline, military doctrine, war studies, defence and international affairs, communication and applied behavioural science. James is a pragmatic coach, mentor to leaders and team facilitator. He envisages strategic objectives and then inspires people to deliver valued product in a fun way. His flair for entrepreneurship stemmed from his digital media experiences here in South Africa, Europe, and America, where he has delivered mobile technology, published industry standards, and developed innovative mobile media. James has been hand-picked by the editor of TechCentral to host & moderate all podcasts, webinars & roundtables.