Sep 28, 2017
Karin Kruger, operations director at Innovation Group South Africa, discusses why the evolving contact centre agent role will be vital in reshaping the industry, along with customer perception of businesses and brands, and millennial career options. “Good day...
Aug 31, 2017
Sybrand Pretorius, sales director at Flexenclosure, says there is a solution at hand to fill Africa’s need for data centres. Every day people around the world generate 500-million tweets, post 4,3-billion Facebook messages and make 6-billion Google searches. And...
Aug 28, 2017
According to a recent KPMG analysis, growth and technology are two of the biggest challenges affecting the chief financial officer (CFO), with 70% finding that technology has the biggest impact on their roles. They are expected to research ingenuity and invest in...
Jul 18, 2017
Rapidly developing technologies and the need to integrate customer services across all channels has significantly changed the contact centre space in the last few years. Regardless of the motivation for a business having a contact centre, and whether it is inbound or...
Jun 29, 2017
Delia Gross, executive for the In-Touch Outbound Contact Centre at Innovation Group South Africa, outlines a few things to consider before you hang up on yet another call centre agent. You’re already late for a board meeting and your phone is ringing for the...
Jun 23, 2017
It’s easy to disparage poor performance in contact centres – we all experience an unfavourable experience at times – repeated calls, ill-equipped agents and a lack of efficient resolution. What is a bit more challenging is knowing what goes on behind...
