Nov 20, 2015
Having grown up in a time of rapid change, millennials have a different set of priorities and expectations and it is for this reason that they are revolutionising business as we know it. Advancement in technology means that future workforces will continue to evolve...
Sep 22, 2015
With falling commodity prices and a declining currency, South Africa’s economy is under greater strain than ever before. Cost-cutting is an inevitable consequence, but defensive measures must not compromise their long-term sustainability. In particular, says Innes le...
Sep 16, 2015
South Africa’s contact centre industry is poised for growth, thanks to increasingly demanding customers and new opportunities for Business Process Outsourcing providers, say local contact centre experts. Speaking at the recent Interactive Intelligence Customer...
Aug 19, 2015
Studies conducted by research company JD Power & Associates indicates that interactive voice response (IVR) accounts for 27% of US customers’ total call experience. From a South African perspective, local business owners need to pay attention to the increased...
Aug 12, 2015
There is no doubt that omni-channel matters for contact centres today. Channels other than voice are becoming increasingly important to the customer experience, with the use of new channels such as Web chat, social media and SMS, for example, growing rapidly and going...
Jul 13, 2015
Figures show that contact centre agents have a direct influence on the customer experience. More research is currently being undertaken to find out what contact centre tools, methods and measures are available and can be deployed to assist an organisation achieve the...
