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...
Jun 2, 2017
Interactive voice recognition (IVR) is a technology that was first used in the 1970s by bank tellers to verify customer balances. It followed other phone technologies such as touch-tone dialing, 1-800 numbers, private branch exchanges (PBX), and is a precursor to the...
Apr 18, 2017
Bruce von Maltitz, co-founder and joint-CEO of 1Stream, discusses the generation gap that is increasingly apparent in the business environment, and how contact centres can evolve to make the most of it. There is a growing repository of literature focussed on the...
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...
