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...
Oct 11, 2019
There can be no doubt that every business and operational team has to get ready for a future in which artificial intelligence (AI) plays a key role. Already, certain aspects of AI such as machine learning are transforming the ways in which some business functions are...
Sep 17, 2019
Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value in outsourcing their customer experience to contact centres should be wary of the risks this brings, coupled with the adoption of new...
Sep 6, 2019
With South Africa’s unemployment figures continuing to rise and the rand remaining weak against the US dollar, it is a good time to explore the investment potential of sectors that could benefit from earning foreign exchange and create jobs for many of the...
Aug 12, 2019
With investments in artificial intelligence (AI) related technologies expected to triple by 2020, local companies are looking at ways to integrate it into all aspects of their business. It is especially in the contact centre industry where it can be used to greatly...
Aug 8, 2019
In order for any organisation to succeed, customer experience (CX) has to be a major priority. After all, the better someone feels about their interaction with an organisation, the more likely they are to keep coming back. By Ross Sibbald, commercial director of...
