Video-based customer service

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 &...

Multi-channel call centres boost collections

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...

Voice: it’s starting to look different

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...

Who calls the shots in the call centre?

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...

Getting customer service right

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...

Recordings: the contact centre security hole

 The management and security of contact centre recordings tends to be sorely neglected, says Karl Reed, chief marketing and solutions officer at Elingo. Most contact centres record voice calls and interactions, but few manage and utilise the resulting data...