Apr 13, 2022
Chatbots as we know them are evolving. The generic bot found on many websites isn’t fit for many of the purposes it’s been deployed for. But now, chatbots are specialising to better meet the variety of roles they can fill – if correctly programmed....
Apr 8, 2022
How many peppers would Peter have picked if the chatbot had called him by name? Wynand Smit, CEO of Inovo looks at how personal means business. Personalisation has become a value proposition. Or, as McKinsey calls it, a ‘force multiplier’ in its Next in...
Jan 26, 2022
Anyone who wasn’t on board for the great tech boom in 2020 and 2021 would almost certainly have found themselves regretting their choices, as digital transformation continues to gain momentum in 2022. But “experience is everything” in the year ahead....
Jan 24, 2022
In the past, speech analytics solutions were an expensive, often out of reach investment for most contact centres. They were usually only accessible by larger contact centres with at least 300 seats and cost upwards of R2-million to implement. Today, this paradigm has...
Jan 13, 2022
The future is murky and challenging but there are some clear trends emerging when it comes to customer experience and the evolution of the contact centre, writes Rod Jones, industry analyst and Callbi brand ambassador. The contact centre conversation. It’s not...
Dec 28, 2021
2021 has been a bumper year for digital transformation. Businesses have had to rapidly digitise processes to ensure they can continue operating as normally as possible no matter where their employees or customers are. By Nic Laschinger, chief technology officer of...
