Sep 29, 2022
There’s a war underway in the communications sphere. There are at least three sides: pro phone calls; pro voice notes; and pro “anything that doesn’t involve voice”. Some people are fine with voice calls but hate voice notes. For others...
Sep 27, 2022
As highlighted in a recent Front Office BPO Omnibus Survey, South Africa is a top CX offshore destination for global clients. Thanks to South Africa’s contact centre experience, competitive pricing and factors such as our neutral English accent, the country is a...
Sep 16, 2022
Most visitors to a website probably don’t know the difference between a chatbot and a virtual agent. By Ryan Falkenberg, co-CEO of Clevva To be frank, most probably don’t care either. All they want is an easy and efficient way to resolve whatever query or...
Aug 15, 2022
Chatbots are, to be blunt, everywhere. It feels as if you can hardly visit a website these days without a bot asking how they can help you. By Ryan Falkenberg, co-CEO of Clevva It’s not just a matter of perception either. According to research from Gartner, chatbots...
Aug 2, 2022
A good customer experience leaves people feeling heard and appreciated. Give customers a great experience, and they’ll buy more, be more loyal and share their experience with friends. By Marthle du Plessis, PwC Africa’s workforce of the future lead...
Jul 18, 2022
When chatbots first arrived on the customer service scene, many thought they could be used to replace human agents. Their ability to talk and learn made us believe that they could perform the role of a virtual agent, resolving more customer queries unassisted. By Ryan...
