Jun 24, 2024
Youth are the active drivers of technology adoption and innovation, often being the first to embrace new developments, and thus setting trends and encouraging businesses to incorporate such advancements. By Lerato Bojabotseha, customer growth executive at Infobip...
May 20, 2024
Avaya’s recent acquisition of Edify is a strategic move, capitalising on the evolving dynamics of customer experience. This acquisition not only positions Avaya to cater to the growing demand for proactive, relationship-oriented customer engagement, but also...
Apr 15, 2024
Every contact centre experiences query spikes from time to time. For the most part, however, those spikes can be planned for. By Ryan Falkenberg, co-CEO of Clevva In the retail space, for example, contact centres can expect massive spikes around big shopping periods...
Feb 22, 2024
Here’s a challenge: phone the contact centre for your bank or insurance provider and see how many language options you get. By Ryan Falkenberg, co-CEO of Clevva In South Africa, besides English, you’ll probably get one or two at most. And while those...
Jan 24, 2024
Most chatbots suck. For years, industry mavens promised that they would fundamentally transform customer service, writes By Ryan Falkenberg, co-CEO of Clevva. Unlike human agents, the thinking went, chatbots are available 24/7 and, because companies pre-populate their...
Dec 12, 2023
CCI South Africa has opened its new Umlazi contact centre at Umlazi Mega City, marking the first contact centre opened in a township for the company. Umlazi is the biggest township in KwaZulu-Natal, with nearly half a million residents. Because of the high costs of...
