Jul 9, 2015
As reported in the South African customer satisfaction index, customer satisfaction is on the decline among some of South Africa’s top companies within the insurance, mobile network, internet, retail and banking industries. Global leader in customer engagement...
Jul 8, 2015
The 2015 Dimension Data Global Contact Centre Benchmarking Report shows that contact centre operators and owners understand that their existing technology capabilities are inadequate for meeting the expectations of, particularly, a progressively younger market raised...
Jul 8, 2015
For both new and established e-commerce merchants worldwide, customer experience and customer care have become key to survival. While online stores can beat out their brick and mortar competitors on price, gaining a competitive edge over other online merchants has...
Jun 18, 2015
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a community or social media...
May 28, 2015
As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. But whether it becomes the heart of the business or a component of the bigger machine depends on the business, say African contact...
May 15, 2015
With the tough economic times financial institutions are seeing a greater volume of unpaid accounts, longer delinquency periods and an escalation in broken promises as consumers battle to meet their monthly payment commitments. The latest statistics from the National...
