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...
Prepare your contact centre for an AI-driven future
There can be no doubt that every business and operational team has to get ready for a future in which artificial intelligence (AI) plays a key role. Already, certain aspects of AI such as machine learning are transforming the ways in which some business functions are...
Dell Technologies unveils servers, data centre solutions
Dell Technologies is introducing a portfolio of all-new Dell EMC PowerEdge servers, new Ready Solutions for High-Performance Computing (HPC), and simplified management integrations with leading software and public cloud providers, all designed to address the demands...
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...