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...
May 6, 2016
The social media landscape has evolved drastically in recent years with the ability to remotely access internet on the go. These advancements have changed how social media is perceived as it is no longer viewed as just a platform for advertising and marketing but...
Apr 26, 2016
The local call centre industry continues to grow and is now a significant platform for corporate sales, service and support, with an increasing number of multinationals relying on South Africa as their destination for call centre operations. This is according to...
Apr 25, 2016
Fear mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries. The concern, of course, is that...
Apr 21, 2016
Brand crises are a harsh reality for all organisations. Dealing with them is not becoming any easier. Instead they have become complex tasks that require constant supervision. We live in a digital world and social media is often the catalyst that fuels brand crises,...
Apr 7, 2016
“A happy employee equals a happy customer”, is a phrase commonly uttered in business. But is it always adhered to? The work environment certainly matters in the satisfaction of employees (just ask them), which is why it is peculiar when organisations place...
