Virtual agents can be a win for SA’s BPO sector

South Africa’s business process outsourcing (BPO) sector has built its reputation on the quality of its people. Our contact centre agents are some of the best in the world, offering warm, efficient customer service experiences via voice channels. Ryan...

This is what you need to know about specialist chatbots

Chatbots as we know them are evolving. The generic bot found on many websites isn’t fit for many of the purposes it’s been deployed for. But now, chatbots are specialising to better meet the variety of roles they can fill – if correctly programmed....

Value at the heart of chatbot personalisation

How many peppers would Peter have picked if the chatbot had called him by name? Wynand Smit, CEO of Inovo looks at how personal means business. Personalisation has become a value proposition. Or, as McKinsey calls it, a ‘force multiplier’ in its Next in...

Customer experience leads trends for 2022

Anyone who wasn’t on board for the great tech boom in 2020 and 2021 would almost certainly have found themselves regretting their choices, as digital transformation continues to gain momentum in 2022. But “experience is everything” in the year ahead....