Nov 1, 2013
Web chat, a tool before its time in the 90s, is making a comeback, now offering contact centres a useful alternative channel with a broad range of functionality, says Karl Reed, chief marketing and solutions officer at Elingo. When Web chat emerged in the late...
Oct 24, 2013
The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good, says Jed Hewson, director of 1Stream. Staff costs are, of course, the most...
Oct 21, 2013
It’s a fact: a call centre can either be the best tool for improving customer relationships, or the thorn in the proverbial side, says Jed Hewson, director of 1Stream. After all, the contact centre is the “shop window” – it’s the first point of call when a customer...
Oct 1, 2013
Hosted technology provider 1Stream has released a white paper detailing the key trends affecting the South African contact centre industry, including technology providers in the space. “The market has definitely grown dramatically over the last five years,” says Bruce...
Oct 1, 2013
Call volumes and talk time are the last metrics a contact centre should look at, when assessing quality of service, says Karl Reed, chief marketing and solutions Officer at Elingo. A decade ago, the measures of an effective contact centre included the number of calls...
Sep 20, 2013
Contact centres and finding the right solution is all about the detail. Every contact centre is different, the complexity and sophistication of the solution needed is entirely dictated by the specific business needs and vertical sector that you operate in; there...
