Jan 13, 2022
The future is murky and challenging but there are some clear trends emerging when it comes to customer experience and the evolution of the contact centre, writes Rod Jones, industry analyst and Callbi brand ambassador. The contact centre conversation. It’s not...
Dec 28, 2021
2021 has been a bumper year for digital transformation. Businesses have had to rapidly digitise processes to ensure they can continue operating as normally as possible no matter where their employees or customers are. By Nic Laschinger, chief technology officer of...
Nov 22, 2021
Anyone in South Africa will be intimately familiar with the current energy crisis. Load shedding affects us all, personally at home and commercially at our offices, factories and places of work. Energy costs are increasing exponentially, and everyone needs to be...
Nov 19, 2021
Despite the challenges resulting from the Covid-19 pandemic, South Africa has rapidly expanded into a trusted, internationally recognised global business services (GBS) destination of choice. Strong government support, technological readiness, first-world...
Nov 18, 2021
When it comes to the contact centre, there are several cost touchpoints that are important. The first is the realisation that the contact centre itself is a powerful tool when it comes to differentiation, customer experiences and customer retention. As McKinsey points...
Oct 29, 2021
McKinsey describes the hyper-personalisation of customer service as the ‘care of one’. It’s the evolution of the contact centre into an experience centre, one that uses multiple tools and technologies to create impact where it’s needed....
