Apr 18, 2023
Ask the average South African how load-shedding is affecting businesses, they’ll probably mention mining and industry or small businesses (such as hairdressers and restaurants) that rely on a consistent flow of energy. But the impact of the power outages that have...
Apr 6, 2023
Contact centres have evolved significantly over the years because of changes in technology, business needs and customer expectations. By Navinder Singh, GM of In2IT Technologies While voice remains a critical component, many customers now prefer to interact via email,...
Feb 13, 2023
ChatGPT, the latest artificial intelligence (AI) application, has grabbed the world’s attention. You may have seen ChatGPT write new song lyrics in the style of your favourite artist (something they don’t always appreciate) or read that it’s passing...
Jan 27, 2023
If you watch the customer service space closely, you may have noticed that in late November, US-based low-cost carrier Frontier Airlines shut down its customer service phone line. Anyone with a query or dispute has to now rely on a chatbot on the airline’s...
Jan 16, 2023
When it comes to outbound sales, the traditional ways of doing things have mixed success at best. By Ryan Falkenberg, CEO of Clevva A leading mobile network, for instance, might require its outbound call centre to work through huge lists of prospects, all for a...
Dec 8, 2022
Before Covid-19 came along, work was a place. Today, work is an activity, and loosening the physical shackles of having employees sit at desks in specific locations may help unleash a new wave of prosperity and employment for South Africa and the entire continent. By...
