Feb 12, 2016
From banks to insurance underwriters, telesales stands out as one of the most successful sales channels in the insurance industry. The 2014 Reinsurance Group of America (RGA) SA Bancassurance survey shows that call centres are one of the key channels for...
Feb 9, 2016
Although an increasing number of southern African contact centres are moving into the cloud, many more are still grappling with the decision “to cloud or not to cloud?”. Ebrahim Dinat, chief operating officer at South African contact centre solutions...
Jan 25, 2016
The concept of the contact centre has evolved dramatically over the decades, from manually operated switchboards to automated call distribution and on to the PABX that has enabled anything from local enterprise huge multinational corporations to centralise customer...
Jan 19, 2016
Jim Freeze, senior vice-president of Aspect Software, offers five tips for customer service success. Most of us will have been at the receiving end of bad customer service, and it is normally something that you do not forget too quickly. However, it may not purely be...
Dec 15, 2015
The business case is very simple: without digital technology you can’t thrive, writes Richard Melrose, technology director at Merchants. The boardroom discussion about updating contact centre technology very often misses the point as there shouldn’t really...
Dec 9, 2015
Your service desk should be driving productivity and helping to establish an organisation-wide customer focus rather than lurking sullenly among your cost centres. By Sandra Galer, consulting director at Merchants In an era in which efficiency and customer experience...
