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...
Jan 17, 2017
Technology underpins much of the functionality of any contact centre, from multi-channel communication methods and web-chat routing, to automated outbound dialling and interactive voice response, writes Andre Deetlefs, executive for lines of business at Jasco...
Jan 12, 2017
Millennials and the technology-infused world, in which they live and work, are without a doubt creating a stir within the traditional customer engagement model. New, future-thinking models of engagement are needed if brands are hoping to claim their slice of the...
Jan 11, 2017
As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to provide a positive...
Dec 20, 2016
Voice recording is old hat; the new term is “interaction recording”. As more companies journey further down the road to paperless processes, where multi-channel personalised interactions with customers are a competitive requirement, having an easily accessible record...
