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...
Oct 7, 2016
The way we do business is changing, writes Sadiq Munshi, product development: cloud solutions at Jasco Enterprise. This change is not driven internally by businesses or organisations, but by the customers themselves. It is a radical change, with far-reaching...
Sep 23, 2016
The call centre industry is once again undergoing a seismic shift thanks to the evolution of technology — specifically, that of the cloud and big data, writes Andre le Roux, Interactive Intelligence MD, Africa region. The cost of cloud computing has dramatically...
Sep 20, 2016
The call centre industry is once again undergoing a seismic shift thanks to the evolution of technology — specifically, that of the cloud and big data, writes Andre le Roux, MD of Interactive Intelligence: Africa Region. The cost of cloud computing has...
