Mar 22, 2017
Digital technology is fast transforming the service providers and communications contact centre industry. Social media engagement has already risen by 23% and phone transactions handled by call centres has dropped by 12%, according to Dimension Data’s 2016...
Mar 6, 2017
With research showing that the number of new app downloads is slowing down, it’s clear that customers are becoming pickier about the apps on their phones and tablets. The slowdown also points to a phenomenon of ‘app fatigue’ – we’re...
Feb 24, 2017
2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South Africa and internationally. And while these challenges put the local market under severe pressure, with many businesses being forced to downsize, the...
Feb 20, 2017
The customer service landscape has become more complex than ever, with various communication channels being introduced. This has presented new methods of interactions between businesses and their customers. When a business is running a contact centre, there are...
Feb 6, 2017
We’ve all experienced the frustration: dialling call centres, waiting on line, listening to elevator music, having calls dropped, or patched through to other departments, only to finally speak to someone and then receive sketchy customer service, writes Dave...
Jan 31, 2017
Ironically, yet advantageously, the rapid advancements in technology have created a less technical and more human contact centre (even in the absence of humans). “Contact centres are today enabled by fast responses, a plethora of communication channels and...
