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...
May 11, 2015
As local networks improve and become more affordable – including cloud computing – more and more call centres will move to the cloud, says Andrew van Niekerk, a director of Teleforge Communications, a specialised call centre solutions provider. “Cloud-based computing...
May 11, 2015
When your organisation is all about providing a service to a customer, you want your people to feel a sense of belonging and care so that they can pass on that feeling to customers they are helping on a daily basis. While the new rights for labour broker, fixed term...
Apr 23, 2015
The potential for “he said/she said” disputes between companies and their customers is growing exponentially as an ever increasing number of transactions and interactions are undertaken over the telephone. And this, says Matthew Balcomb, CEO of Call Cabinet Southern...
Apr 17, 2015
With fast emerging technology such as automated voice messaging (AVM) and Interactive Voice Response (IVR) being increasingly introduced into the call centre-run debt collection industry, employers are able to increase productivity and reduce staff head count by up to...
