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Our last Events: The Autonomous Customer and Overseas Market Access & Development


Our MD Pat Keogh recently attended two workshops in Cork. As part of our Learning and Development programme, our staff and management board are committed to welcome any new opportunity to improve our skills. This will enable us to provide a better service to our national and international clients.

These two workshops provided our Managing Director with an opportunity to discuss export opportunities and the future of the contact centre environment with other industry leader

The key points discussed were:

The Autonomous Customer

CCMA BT Sponsored Breakfast Briefing Cork Dr. Nicola Millard Futurologist

The first of these workshops dealt with the challenges of serving omnichannels, social and autonomous customers.

Our clients are now using more channels and interchanging how they contact their suppliers. The customer interaction process is becoming more complex as the general public are becoming more knowledgeable. They are using traditional methods such as the phone and e-mail to make contact but there is a significant uptake on live chat services and instant messaging via client websites.

‘It was fascinating to get the perspective of a large organisation and how they are facing similar challenges to the SME sector. They also recognise that the volume of interactions is reducing especially for traditional communication channels. The average interaction times are increasing as clients are more informative and require more technical support. Our team need to be more knowledgeable on every aspect of our client’s product/service as opposed to 2 years ago’. – Pat Keogh, Call Management MD

The presentation is available on the CCMA website

Overseas Market Access & Development

Enterprise Ireland: Finance for Growth workshop series

The second event was a Finance workshop a presentation was given on Overseas Market Access & Development. The focus of this workshop is on the various methods for entering foreign markets, examining the tax and financial implications, benefits and risks of establishing subsidiaries, using agents, acquiring business abroad, etc.

The following are key areas that were discussed at this event:

  • Different caveats companies should be aware of before establishing operations abroad
  • Companies Preparation for Single Euro Payments Area (SEPA)

‘SEPA is going to have a major impact on our business as we will now be able to process payments directly for our European clients and it should improve cash flow and reduce risk’.

To access all presentations and material for the workshop visit Enterprise Ireland Website.

These two events have provided us with “food for thought” information for the future development of our contact centre within the UK and Irish market.



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This entry was posted on Friday, September 27th, 2013 at 10:22 am and is filed under News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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