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Rod Jones @Rod_Jones_SA

I help Decision Makers make Good Decisions about Cx and Call Centres. Consultant. Industry Analyst. Writer. Keynote and Motivational Speaker.

Joined November 2010
  • Tweets 1,484
  • Following 119
  • Followers 670
81 Photos and videos
I'm so very proud of my (step) son Jacques. He's top of his game in the global liquor industry.
Mike Morales@timberelk
15 Oct 2020
Replying to @LoveTequila
@LoveTequila explains it all! Living Proof podcast: In conversation with cocktail guru Jacques Bezuidenhout indaily.co/319744 via @indaily
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Rod Jones retweeted
BPESA National@BPO2SA
5 Oct 2020
🔴 📺 Exciting news!!Business Day TV Michael Avery will chatting to Andy Searle of BPESA, Sadiq Jaffer of Invest SA / DTIC and Tanya Cohen of the PPGI at 13h30 today about the GBS sector and its possibility to be a growth engine in the aftermath of Covid 19. Channel 412 on DSTv
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Your Contact Centre - Thought Leadership: Speech Analytics eBook - mailchi.mp/rodjones.co.za/sp…
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Your Contact Centre - Thought Leadership: FREE Speech Analytics Book - Thought Leaders know and understand how to use emerging technologies to best advantage, mailchi.mp/rodjones.co.za/sp…
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Peter Ryan (Ryan Advisory. Canada) introduced 'The South African Value Proposition for GBS' panel featuring Stephan Malherbe (Genesis Analytics), Malebo Mabitjie-Thompson (DTi), H. Karhik (Everest Group). More powerful insights. #GBSEvent2019 #BPO #PeterRyan #Durban
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Fleshing out the discussions: 'Unlocking People Potential' with guests Brandon Aitken ( Webhelp), Lynette Morris (Merchants), Lizelle Strydom (CareerBox), Pearl Zikalala (CCI), Thembinkosi Nene (WNS) and Judy Robison (UCademy). Facilitated by Maryana Iskander #GBSEvent2019
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Maryana Iskander (CEO of Harambee Youth Employment Accelerator) in conversation with Jon Yarlett (COO, Intelligent Sourcing, UK) unpacking the theme 'Unlocking the People Potential of Africa' at the GBS Investment Conference in Durban. #GBSEvent2019 #BPESA #BPO
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The 2019 BPeSA Global Business Services Investment conference kicks of in Durban. Conference Director and MC Evan Jones sets the tone for a line up of globally recognized thought leaders who will grace the podium over the next two days. #GBSEvent2019 #harambee #bpesa #GBS #BPO
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Come on @StandardBank . Check the queue and wait time at Fourways Crossing simply to collect a card. No wonder more and more of us are moving our accounts to #Capitec #notacceptable #poorservice
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#PicknPay Lonehill. Only 3 tills open.. 6 closed. In 5 minutes you start back packing trolleys
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It was a privilege to arrange six site visits for our Zimbabwean contact centre Association delegates. We met amazing people and witnessed how state-of-the-art technologies are being deployed to provide world class customer experience. #contactcentre #ccaz #callcenter #CX
CUSTOMER EXPERIENCE ASSOCIATION OF ZIMBABWE@CCAZ2
13 Sep 2019
All work and no play makes the workplace bleak and grey! CCAZ Contact Centre Knowledge Exchange Program delegates touring the world class Abacus Insurance Contact Centre in South Africa. @MautsaRinos @FBCHoldings @ZimnatOfficial @NMBBankZim @OldMutualZW @Rod_Jones_SA #Daytwo
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Check out my latest article: Is your IVR an Irritating Voice Response? linkedin.com/pulse/your-ivr-… via @LinkedIn

Is your IVR an Irritating Voice Response?

Those very first few seconds when customers engage with our organization can be the make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial...

linkedin.com
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A true Brand is definitely not what we tell our customers. It's what our customers say about us to one another. #cx #brandbuilding #customerservice #customerexperience
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You are spot-on Paul..And it's not only the new-gens demanding #omnichannel .. even us pre-baby boomers (whatever we old dogs are called) just demand the ability to connect .. quickly and efficiently.
Paul Stockford@paulstockford
22 May 2019
#Research presented at @Verint Engage 2019, source Opinium Research, reveals 60% of respondents expect to be able to engage w/an organization on any channel at any time. The time has come for #Omnichannel. Just wait 'til Gen Z becomes the #customer! #ConnectatEngage #cctr
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BEWARE! @FNBSA and @CDCCouriers have between them launched a new scam! How's this. My two new business credit cards are ready. CDC Couriers phone me. Twice. Once for each card."Your card can be delivered to you sometime within the next 3-4 working days". (To be continued)
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Which day? At what time? "We cant say, but if you want a specific day and time, a surcharge of R150, per card! OK... So just let me collect the cards at my branch. "Sorry... A surcharge of R180 per card if you collect at your branch. (to be continued)
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Now I'm waiting to find out how much the surcharge will be for... "FNB...Stick your cards, I'm switching to another more customer-friendly bank."
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Martin Hill-Wilson presenting on 'Leveraging New Thinking in Customer Effort' at Middle East Contact Centre Conference in Dubai. #MECC19 #ContactCentre #callcenter #Insightsme
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This is a #mustlisten podcast for any decision makers in the #BPOor #CX space. lnkd.in/dxwBQ-w
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