Jul 11, 2014
Contact or call centres have become vital sales and support hubs for many companies, which mean that a recovery plan forms a vital component of their business continuity strategies. But an effective disaster recovery site for a contact centre must meet certain...
Jul 10, 2014
The contact centre of today is made up of various communication and management solutions. Despite this inherent complexity, it’s essential that the contact centre does not stand isolated as a silo within the business, says Jeff Bowyer, sales and marketing manager at...
Jun 27, 2014
Technology investments, particularly those that are supported by a strong business case, have quantifiable benefits, and a quick return on investment, are on the rise, says Cecilia Jofré, business development and account management executive of Intuate Group....
Jun 24, 2014
Avaya has announced that it has set a new record as the only vendor to be positioned as a Leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for 14 years in a row. With this year’s release of the Gartner Magic Quadrant for Contact Centre...
May 26, 2014
Major companies are increasingly looking to outsource their call centres to South Africa, with the country’s English premium voice quality being highlighted as one of the major drawing cards. This is according to Andrew van Niekerk, a director of Teleforge...
May 23, 2014
The right staff and tools are key to contact centre success, says Martina Knappe, head of EMEA Marketing at Interactive Intelligence. With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to...
