Is your interaction recording system costing you in court?

Company board members and managers have a fiduciary responsibility to their organisation to evaluate and manage risk. For the most part, this is done effectively. However, the risks associated with contract security, particularly those that are undocumented, can often...

Chatbots to be the differentiator

As South African customers increasingly avoid call centres and emails in favour of using more immediate digital communication channels, local companies – especially in the retail and services sector – will need to look toward intelligent chatbots to set...

Tech impacts on contact centres

Jed Hewson, joint-CEO and co-founder of 1Stream, examines the knowledge gleaned from last year to predict some of the business trends and influences that will impact on the economy. * Fibre – South Africans are finally having fibre delivered to them. With the...

Quick calls to better businesses

The tools that enable a rapid response to customers are the key to improved sales. Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in this process. Rapid...

FinChatBot aims to improve financial services

If you’ve had enough of being put on hold, speaking to call centres in India or waiting for that promised call back on your query from people who never call back; you are probably ready for a chatbot. Chatbots have arrived in South Africa and are kicking off in...

Dawn of the bionic contact centre agent

Karin Kruger, operations director at Innovation Group South Africa, discusses why the evolving contact centre agent role will be vital in reshaping the industry, along with customer perception of businesses and brands, and millennial career options. “Good day...