Pandemic impacts South Africa’s uptake of CCaaS

The ongoing Covid-19 pandemic that is pushing businesses to rapidly reinvent the way they operate is an additional driving force for the uptake of contact centre as a service (CCaaS) in South Africa, putting the future of the traditional contact centre model under...

Covid-proofing the contact centre

Logistics, costs and complexity - the contact centre has faced an entirely different challenge in 2020. When the pandemic was first felt in the shape of lockdowns and remote working, many companies were able to rapidly iterate and adapt. They moved their people into...

The customer is always fast

The Microsoft Global State of Multichannel Customer Service Report underscored the value of resolving customer issues at speed and the importance of equipping contact centre staff with the right knowledge. This customer demand is dictating the rise in real-time...

Intelligent GPS for the cloud contact centre

What defines efficiency in the modern call centre? Is it always-on access? Is it the omnichannel? Is it the ability to engage with customers in real time? In the past, the answer would be a shrug and answering either the door or the phone to a customer looking for...