Jan 26, 2016
Companies looking to leverage the advantages of advanced analytics and omni-channel communication require a deeper understanding of the customer journey. That’s the latest word on customer service from Quinton Pienaar, CEO of Agilitude a Salesforce.com and...
Jan 6, 2016
The digital generation – Gen D – demands more of organisations across a growing number of digital channels. Analytics, agility and intelligent contact centre platforms help organisations deliver, says Deon Scheepers, manager: sales operations at...
Dec 10, 2015
Social media is redefining how organisations engage with their customers and vice versa. Jennifer Mbesa, HR manager at RDB Consulting, a database and operating systems outsourcing company, says outsourcers need to take advantage of the success and impact of...
Dec 1, 2015
While many companies will be without their full staff compliment over the December season, there is still every reason for most business operators to encourage focus and commitment during the ‘slow season’ and utilise this time to address issues, fix...
Nov 20, 2015
For centuries, vampires and werewolves, ghosts and ghouls have been striking fear into the hearts of us mere mortals. However, a reputation for sub-par customer experience (CX) can strike a deadly blow to the very heart of your business, so says Ebrahim Dinat, COO at...
Nov 16, 2015
When starting a new year, most companies work on a 12-month sales cycle. However, given the plethora of public holidays, particularly in South Africa, there are effectively only nine months in which to do the work of 12. With Christmas coming up in less than 60 days,...
