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 them apart...

2018: calling in the debts

Wynand Smit, CEO of Inovo, writes that companies find themselves in the unenviable position of having to recoup debts owed to them by consumers to maintain profitability, and this is likely to increase in 2018. Collecting debts can be managed in two ways: the first...

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 rollout...