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...
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...
