Cloud, AI, RPA move into call centres in 2020

As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service...

How to deal with rejection

The average sales agent goes through 180 'No's' before finally they get a 'Yes'. It's no secret that rejection is one of the hardest - if not the hardest - aspects of professional selling. Ronica Moodliar, one of the GMs at Talksure, says: "Telesales is not an easy...

Digital evolution key to contact centre success

For many contact centres today, the transition to digitised and highly automated systems and processes happen in a piecemeal fashion - with the underlying belief that certain business sectors and industries have varying requirements when it comes to digitisation and...

Lufthansa InTouch bullish about SA’s BPO prospects

Lufthansa InTouch, the customer service network of the Lufthansa Group, has marked a 20-year milestone in South Africa. Acting as a central touchpoint between airlines, passengers and aviation businesses, the Cape Town office was one of the first international...