SA agent is a globally-recognised hero
Helping young work-seekers change their lives for the better is all in a day's work for Harambee contact centre agent Thapelo Kwenane, but his dedication and amazing results have seen him awarded international recognition and the title of CX Hero at the Genesys...
Are contact centres soft targets for stealing personal data?
Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value in outsourcing their customer experience to contact centres should be wary of the risks this brings, coupled with the adoption of new...
BPO sector could spur job growth and forex influx
With South Africa's unemployment figures continuing to rise and the rand remaining weak against the US dollar, it is a good time to explore the investment potential of sectors that could benefit from earning foreign exchange and create jobs for many of the country's...
AI to change contact centre CX experience
With investments in artificial intelligence (AI) related technologies expected to triple by 2020, local companies are looking at ways to integrate it into all aspects of their business. It is especially in the contact centre industry where it can be used to greatly...
How often do you review your automated messaging?
In order for any organisation to succeed, customer experience (CX) has to be a major priority. After all, the better someone feels about their interaction with an organisation, the more likely they are to keep coming back. By Ross Sibbald, commercial director of...
Chatbots enable a better customer experience
The local contact centre industry is thriving and has seen substantial growth over the last four years, as South Africa became an enticing destination for offshore business. By Emmanuelle Salon, business development manager: telcos - South Africa at Wipro...
Data centres can be efficient and green
As the need for data centres continues to grow, this places a tremendous amount of pressure on the electrical power utility providers. In a typical data centre, which requires vast amounts of clean, uninterruptible power, power usage can range from a few kilowatts to...
Business is now ready for voice
Open your phone's email or messenger app and start a new message. But don't type. Instead, tap the small microphone icon on the keyboard. Now you can simply dictate the message. By One Channel CEO Bernard Ford It's not perfect but works astoundingly well. Yet what you...
It’s good to talk even in a high-tech world
When we think of industries obsessed with customer experience, we often think about travel, retail or even retail banking. By Roger Woodend, director: media and technology at BT Industries that rely on positive reviews or face competitive landscapes. But, in reality,...
Saicom adds intelligent virtual agent
Saicom Voice Services has launched an intelligent virtual agent offering to automate common interactions between its clients and their customers. Developed by Inference Solutions and integrated across its Broadsoft platform, the virtual agent platform allows Saicom to...
Why SA remains a BPO destination of choice
In 2007 South Africa was identified as one of the world's upcoming business process outsourcing (BPO) destinations of choice. Now, 12 years' on, does this still ring true? Jacques de Beer, CEO of Talksure, an international contact centre located in Umhlanga, says:...
DataVoice sees international success
Johannesburg-based DataVoice - an original equipment manufacturer (OEM) of interaction recording and management solutions - is looking at international expansion to offset the harsh realities of the local market and plans to continue to unlock growth by specifically...