Jun 29, 2020
From single-purpose programmes that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbots – or conversational agents – are becoming increasingly popular and utilised by businesses to deliver proactive and...
Jun 5, 2020
It would be convenient to believe that the South African Global Business Services (GBS) sector is streaking across the global outsourcing landscape as the new darling for offshore locations. By Andy Searle, CEO of BPESA This is not surprising as, last month, South...
May 19, 2020
Businesses are rapidly trying to reinvent the way they operate with many feeling the time to accelerate digital transformation has arrived almost overnight. By Shaun van Rooyen, strategic accounts and partnerships manager for Infobip Africa Increasing numbers are as a...
Dec 27, 2019
As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service...
Nov 18, 2019
The average sales agent goes through 180 ‘No’s’ before finally they get a ‘Yes’. It’s no secret that rejection is one of the hardest – if not the hardest – aspects of professional selling. Ronica Moodliar, one of the GMs...
Nov 11, 2019
For many contact centres today, the transition to digitised and highly automated systems and processes happen in a piecemeal fashion – with the underlying belief that certain business sectors and industries have varying requirements when it comes to digitisation...
