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...
Dec 5, 2016
Contact centres need all the help they can get during the busy peak season, and gamification could be the answer. Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream, says business contact centres are often the first port of call for...
Dec 1, 2016
Contributing R50-million to the national GDP and providing employment for approximately 215 000 people, South Africa’s Business Process Services (BPS), previously known as the Business Process Outsourcing (BPO) sector, and contact centre industry is one of the...
Nov 17, 2016
The lead up to the holiday season can be daunting for those in the retail industry, particularly for contact centres who bear the brunt of the increased workload, and often heightened tempers. While managing this period might seem overwhelming to the staff and...
