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Travelstart deploys Interactive Intel...

Travelstart has begun deploying the Interactive Intelligence PureCloud Engage solution to transform its customer...

posted on: Oct 21, 2016 | author: Allan Davison

DSG wins at BPeSA Awards 2016

Digital Solutions Group (DSG) – a market leader in on-demand customer experience management – received the...

posted on: Oct 18, 2016 | author: Allan Davison

DSG, Maharishi Institute collaborate ...

Digital Solutions Group (DSG), a leader in customer experience management, has formed a joint venture including a...

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

Independent researcher puts Verint on...

Verint Systems has been named a leader in the new Forrester research report, “The Forrester Wave: Workforce...

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

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

Things to consider for your contact c...

Rapidly developing technologies and the need to integrate customer services across all channels has significantly...

posted on: Jul 18, 2017 | author: Allan Davison

Please stop calling! Or should they?

Delia Gross, executive for the In-Touch Outbound Contact Centre at Innovation Group South Africa, outlines a few...

posted on: Jun 29, 2017 | author: Allan Davison

3 habits of successful contact centre...

It’s easy to disparage poor performance in contact centres – we all experience an unfavourable experience...

posted on: Jun 23, 2017 | author: Allan Davison

Algorithms at work in the contact cen...

Interactive voice recognition (IVR) is a technology that was first used in the 1970s by bank tellers to verify...

posted on: Jun 2, 2017 | author: Allan Davison

The contact centre generation gap

Bruce von Maltitz, co-founder and joint-CEO of 1Stream, discusses the generation gap that is increasingly apparent in...

posted on: Apr 18, 2017 | 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

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