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...
Apr 11, 2013
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...
Mar 28, 2013
Since their introduction in the 1990s, call optimisation techniques (previously referred to as “best time to call”) have evolved into integrated solutions that analyse a wide spectrum of input factors, then build and execute automated, repeatable strategies based on...
Mar 27, 2013
Recently the National Energy Regulator of South Africa (NERSA) granted power utility Eskom an 8% average increase per annum over the next five years. Lex van Wyk, chief executive officer of Teraco Data Environments says that with five years of power increases above...
