Sep 15, 2020
The ongoing Covid-19 pandemic that is pushing businesses to rapidly reinvent the way they operate is an additional driving force for the uptake of contact centre as a service (CCaaS) in South Africa, putting the future of the traditional contact centre model under...
Sep 11, 2020
Logistics, costs and complexity – the contact centre has faced an entirely different challenge in 2020. When the pandemic was first felt in the shape of lockdowns and remote working, many companies were able to rapidly iterate and adapt. They moved their people...
Sep 4, 2020
The Microsoft Global State of Multichannel Customer Service Report underscored the value of resolving customer issues at speed and the importance of equipping contact centre staff with the right knowledge. This customer demand is dictating the rise in real-time...
Aug 27, 2020
What defines efficiency in the modern call centre? Is it always-on access? Is it the omnichannel? Is it the ability to engage with customers in real time? In the past, the answer would be a shrug and answering either the door or the phone to a customer looking for...
Aug 19, 2020
Genesys has announced what is believes to be the industry’s first native multicloud architecture. Genesys Engage customers can now more easily adopt cloud-delivered innovations, resulting in more personalised service that drives customer engagement and loyalty....
Jul 2, 2020
Consumer behaviours and expectations are constantly evolving. By Andrew Bourne, regional manager: Africa at Zoho Corporation Today, people expect a high level of interactivity with the brands they deal with, whether it’s a compliment, concern, complaint, or...
