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...
Jul 6, 2022
Customer service in call centres, particularly in the banking sector, has been variable, at best, for a number of reasons. By Ryan Falkenberg, co-CEO of Clevva Technologically, many businesses are still siloed. This means agents don’t always have access to everything...
Jun 15, 2022
Technology has evolved to the point where it can transform human engagement. There have been astonishing advances in technology. On the medical frontier, artificial intelligence (AI) and machine learning (ML) can predict health issues before they become long-term...
May 24, 2022
With constantly changing customer behaviour and expectations, today’s customer journey can be complex, spanning many different points of contact across various engagement channels. By Dorotea Vatavuk, senior customer success executive at Infobip However, for...
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...
