Sep 18, 2013
Could social media in its mainstream form become the go-to technology for customer service? The Gartner Group certainly thinks so. In a research paper published in April, Social Media for CRM Will Force a Shift From Contact Centres to Customer Engagement Centres, VP...
Sep 13, 2013
Video-based customer service is a key growth area. Think about the new Google+ platform – how it is designed to allow us to use easy, Google+ spontaneous video chat to strike up conversations with others, says Peter Flanagan, Genesys regional director: Southern &...
Sep 2, 2013
South Africa has a mobile penetration of roughly 118% – which means that 50-million people are wielding close to 59-million cell phones. And despite the implementation of RICA, mobile churn (where users buy and discard SIM cards) is still increasing, says Jed...
Aug 20, 2013
Voice calls will remain a critical part of contact centre interactions for years to come, but the nature and handling of these calls is changing, says Karl Reed, chief marketing and solutions officer at Elingo. While voice calls were the foundation of the contact...
Aug 13, 2013
Call centre managers and MDs are finding that they can no longer rely solely on their IT managers to make the call when it comes to choosing the right technology for their business, says Jed Hewson, director of 1Stream. “We’ve seen a shift in the decision-making...
Jun 12, 2013
Contact centres find themselves under increasing pressure from businesses to drive revenue, and thus are being forced to identify an appropriate balance between cost saving and improved efficiency, says Deon Scheepers, strategic consultant – EMEA for Interactive...
