Jul 28, 2016
A massive 91% of South African organisations view Customer Experience (CX) or the contact centre as a competitive differentiator (2016 Dimension Data Global Contact Centre Benchmarking Report) so it comes as no surprise that organisations, across different industries,...
Jul 13, 2016
With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution. According to Jed Hewson, co-founder of cloud-based...
Jul 12, 2016
If you have been following technology events over the past couple of months, you may well think that chatbots have taken over the world, writes Stephen Ball, senior vice-president: Europe and Africa at Aspect Software. In April 2016, Facebook announced chatbot...
Jun 29, 2016
Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage specialist technology,...
Jun 14, 2016
A recent study conducted by The Software Alliance, also commonly referred to as the BSA, found that South Africa has drastically improved and strengthened its position in the global ranking with regards to its cloud computing policies. South Africa moved six places up...
May 11, 2016
The risk of having an outsourced contact centre is having agents idle during periods of low demand. Every second that employees are sitting around waiting for a customer to get in touch means the loss of revenue. So how does a contact centre address this challenge in...
