Nov 4, 2014
There are few workplaces that are as stressful as a telecoms operator’s call centre. When a telecoms subscriber phones in, they’re often already disgruntled because there’s a problem with his or her service or bill. That means the agents in a telecoms call...
Oct 30, 2014
The battle for the customer is shifting to new ground, away from the telephone to digital (email, web chat) and social media (Facebook, Twitter, and others). However, the delivery mechanism for customer experience remains the same: the contact centre agent or customer...
Oct 22, 2014
As the economy continues to struggle and as companies face increasing cost pressures – and as all sectors of the business come under the microscope – so the interest in leaner contact centres has grown. Consequently there is a noticeable shift towards a...
Oct 17, 2014
Investment in strong online customer care strategies is becoming an imperative in the mobile operator industry, especially in Africa, where the first wave of smartphone users is on a rapid rise. Nonetheless, customer care agents are not properly equipped to deal with...
Oct 16, 2014
The constant evolution of customers’ communication preferences makes effective organisational communications seem difficult to achieve … but this is actually easier than it looks. Because communications technology has developed in phases, organisations have...
Oct 14, 2014
How contact centre leaders can show clear business cases for migrating from a simple call centre – to a dynamic, multichannel contact centre, Paul Fick, CTO at the Jasco Group. The world of multichannel contact centres that incorporate social media, instant messaging...
