Contact centre maths: just add savings

When it comes to the contact centre, there are several cost touchpoints that are important. The first is the realisation that the contact centre itself is a powerful tool when it comes to differentiation, customer experiences and customer retention. As McKinsey points...

Leverage video within the contact centre to drive engagement

McKinsey describes the hyper-personalisation of customer service as the ‘care of one’. It’s the evolution of the contact centre into an experience centre, one that uses multiple tools and technologies to create impact where it’s needed....

Upskilling the modern contact centre

Upskilling has become a critical business imperative, a tool that allows for the organisation to modernise, transform and grow because it has invested into its people and the skills they need to thrive. The Upskilling for Shared Prosperity report by PwC and the World...

The chatbot is dead. Long live the chatbot

Chatbots have almost become a synonym for frustration, and bad service. The recent rapid uptake of digital communication channels has only worsened this problem. Digital transformation and the drive to customer self-service have been pushing voice into the background...

AI-enabled speech analytics transform the contact centre

The world has moved out the office and into the home. Remote working and a growing customer trust in virtual and online engagements have transformed how companies connect with their customers and manage their interactions. As McKinsey points out, remote channels have...

SA’s BPO sector surges on the back of global recovery

As world economies drive their Covid recovery plans and reopen markets, South Africa’s business process outsourcing (BPO) sector has surged on the back of steps taken by global businesses to mitigate their location and overhead risks by offshoring to the...