Apr 29, 2022
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...
Apr 29, 2022
There’s a direct correlation between excellent customer service and business growth. We’ve seen in the last year how customer expectations can change rapidly, sparking a scramble for organisations to adjust their customer service offerings and CX strategy...
Apr 13, 2022
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....
Apr 8, 2022
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...
Jan 26, 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....
Jan 24, 2022
In the past, speech analytics solutions were an expensive, often out of reach investment for most contact centres. They were usually only accessible by larger contact centres with at least 300 seats and cost upwards of R2-million to implement. Today, this paradigm has...
