Feb 5, 2018
As South African customers increasingly avoid call centres and emails in favour of using more immediate digital communication channels, local companies – especially in the retail and services sector – will need to look toward intelligent chatbots to set...
Jan 25, 2018
Jed Hewson, joint-CEO and co-founder of 1Stream, examines the knowledge gleaned from last year to predict some of the business trends and influences that will impact on the economy. * Fibre – South Africans are finally having fibre delivered to them. With the...
Oct 17, 2017
The tools that enable a rapid response to customers are the key to improved sales. Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in this process. Rapid...
Oct 11, 2017
If you’ve had enough of being put on hold, speaking to call centres in India or waiting for that promised call back on your query from people who never call back; you are probably ready for a chatbot. Chatbots have arrived in South Africa and are kicking off in...
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...
