Hazvinei Ashley Matsangaise is the Head of Contact Centre Operations for OmniContact and Contact Centre Manager for Telecomms giant Econet Wireless Zimbabwe. She has 8 years’ experience in the Telecomms industry and 2 years' experience in the Banking sector. She is a certified Customer Experience Manager with CICM Global, certified Customer Service Professional with CCMG South Africa, Certified SAP HCM Consultant and Holds a BBA Marketing Degree with the Institute of Marketing Management (IMM South Africa). She also holds an Advanced Diploma in Logistics and Transport with the Charterted Institute of Logistics and transport (CILT UK). Her CX journey started in 2010 as a Customer Services representative in 2010. Among other notable achievements, Hazvinei set up the QA section within Econet Wireless Zimbabwe from scratch with a colleague, which has seen the CSAT of the organisation growing from around 20% to now over 80%. She also set up a Contact Centre for BancABC Zimbabwe from scratch, developed the CX Standards & Service Charter for the Bank and spearheaded the CX transformation journey that has seen the Bank very recently receiving accolades as the most improved Bank. Her strengths lie in CX Strategy Formulation and Implementation, Contact Centre Operations Management, Business Process Optimisation, and Employee Engagement for Business results achievement.
Lockdowns and the shift to remote working has meant that customers working from home have a higher need for a reliable and frictionless experiences with their telco providers. While continuing to offer business as usual, telcos also need to ensure they are adapting to the changing trends in consumer behavior, while staying on top of their competitors in an environment where customers can easily switch providers. In this session, join the conversation with our panelist speakers on: