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DSG & Nandos win in the 2016 CCM...

Digital Solutions Group (DSG), a market leader in on-demand customer experience management, secured the win in the...

posted on: Sep 1, 2016 | author: Allan Davison

Software can analyse conversation

Verint Systems has announced enhancements to its Real-Time Speech Analytics solution. The software, which leverages...

posted on: Aug 30, 2016 | author: Allan Davison

Merchants opens second Vodacom custom...

With the opening of its Vodacom contact centre in Cape Town, leading South African BPO provider, Merchants, can now...

posted on: Aug 12, 2016 | author: Allan Davison

Teleforge cuts communication costs

Teleforge Communications, a company providing a range of solutions to debt collection companies,  including call...

posted on: Jul 12, 2016 | author: Allan Davison

SA professional wins EMEA workforce p...

Mithum Singh, head of workforce planning at Merchants, has won the Best Workforce Planning Award for EMEA category at...

posted on: Jun 17, 2016 | author: Allan Davison

Improved workforce efficiency with As...

Aspect Software has announced the general availability of Aspect EQ Workforce Optimisation (WFO) 8.2. Enhancements...

posted on: Jun 8, 2016 | author: Allan Davison

Interactive Intelligence in the Magic...

Interactive Intelligence Group has been positioned as a Leader in the Gartner 2016 Magic Quadrant for Contact Centre...

posted on: Jun 2, 2016 | author: Allan Davison

CallCabinet teams up with Vodia Hoste...

CallCabinet, with its Atmos call recording solution, has teamed up with Vodia, the company that pioneered multi-tenant...

posted on: May 20, 2016 | author: Allan Davison

Jasco launches virtual hosted contact...

Jasco, a company that delivers end-to-end best-of-breed solutions across the entire ICT value chain, has launched...

posted on: May 16, 2016 | author: Allan Davison

Aspect adds workforce chatbot

Aspect Software has announced Aspect Mila, a new interactive assistant that redefines how contact centre supervisors...

posted on: May 13, 2016 | author: Kathy Gibson

Aspect Software announces Aspect Via

Aspect Software has announced Aspect Via, a comprehensive, cloud customer engagement centre (CEC). Aspect Via...

posted on: May 12, 2016 | author: Allan Davison

Edwardian Hotels London offers Aspect...

Edwardian Hotels London has launched a new ‘virtual host’ service to its hotel guests, designed by Aspect...

posted on: May 10, 2016 | author: Allan Davison

Transform the call centre with social...

Digital technology is fast transforming the service providers and communications contact centre industry. Social...

posted on: Mar 22, 2017 | author: Allan Davison

How chatbots will evolve into practic...

With research showing that the number of new app downloads is slowing down, it’s clear that customers are...

posted on: Mar 6, 2017 | author: Allan Davison

Technology trends shaping the contact...

2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South...

posted on: Feb 24, 2017 | author: Allan Davison

Customer service leaders should be a ...

The customer service landscape has become more complex than ever, with various communication channels being...

posted on: Feb 20, 2017 | author: Allan Davison

Could your next chit-chat be with a c...

We’ve all experienced the frustration: dialling call centres, waiting on line, listening to elevator music,...

posted on: Feb 6, 2017 | author: Allan Davison

A seamless, real-time experience on a...

Ironically, yet advantageously, the rapid advancements in technology have created a less technical and more human...

posted on: Jan 31, 2017 | author: Allan Davison

Cloud contact centres offer modular f...

Technology underpins much of the functionality of any contact centre, from multi-channel communication methods and...

posted on: Jan 17, 2017 | author: Allan Davison

Does your contact centre speak Millen...

Millennials and the technology-infused world, in which they live and work, are without a doubt creating a stir within...

posted on: Jan 12, 2017 | author: Allan Davison

Training is the key to continued succ...

As businesses, both large and small, become more digital and move into the world of online, the modern call centre is...

posted on: Jan 11, 2017 | author: Allan Davison

2017 trends in the voice recording in...

Voice recording is old hat; the new term is “interaction recording”. As more companies journey further down the...

posted on: Dec 20, 2016 | author: Kathy Gibson

Manage contact centre pressure with g...

Contact centres need all the help they can get during the busy peak season, and gamification could be the...

posted on: Dec 5, 2016 | author: Allan Davison

BPS continues to attract offshore inv...

Contributing R50-million to the national GDP and providing employment for approximately 215 000 people, South...

posted on: Dec 1, 2016 | author: Allan Davison

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