2018: calling in the debts
Wynand Smit, CEO of Inovo, writes that companies find themselves in the unenviable position of having to recoup debts owed to them by consumers to maintain profitability, and this is likely to increase in 2018. Collecting debts can be managed in two ways: the first...
Tech impacts on contact centres
Jed Hewson, joint-CEO and co-founder of 1Stream, examines the knowledge gleaned from last year to predict some of the business trends and influences that will impact on the economy. * Fibre - South Africans are finally having fibre delivered to them. With the rollout...
Talksure has the best sales manager
Sunjveer Panday, sales manager of South African financial services provider Talksure, walked away with the title of Best Sales Manager at the 2017 Top Ranking Performers Global Awards. Sunjveer received gold at the 2017 EMEA (European, Middle-Eastern, and African)...
Quick calls to better businesses
The tools that enable a rapid response to customers are the key to improved sales. Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in this process. Rapid...
FinChatBot aims to improve financial services
If you've had enough of being put on hold, speaking to call centres in India or waiting for that promised call back on your query from people who never call back; you are probably ready for a chatbot. Chatbots have arrived in South Africa and are kicking off in...
Nedbank Insurance introduces chatbot
In line with its brand promise to enable its clients to See Money Differently, Nedbank has prioritised innovation as a vital cornerstone on which it delivers value to its clients. The bank is especially committed to leveraging digital innovation as a means of...
Dawn of the bionic contact centre agent
Karin Kruger, operations director at Innovation Group South Africa, discusses why the evolving contact centre agent role will be vital in reshaping the industry, along with customer perception of businesses and brands, and millennial career options. "Good day and...
1Life launches Chat Bot for Facebook
1Life has launched its 1Life Chat Bot, named Emily -- a first of its kind for the long-term insurance industry. Emily will offer consumers the convenience of sourcing instant life insurance quotes using popular social media platform -- Facebook -- through an engaging...
DSG wins at 2017 BPESA Contact Centre Awards
On-demand customer experience and digital solutions company, DSG, has celebrated adding yet another contact centre award to its pedigree, having won The Best Technology Innovation and Best Use of Social Media in a Contact Centre and being nominated second for Best...
Africa needs data centres fast
Sybrand Pretorius, sales director at Flexenclosure, says there is a solution at hand to fill Africa's need for data centres. Every day people around the world generate 500-million tweets, post 4,3-billion Facebook messages and make 6-billion Google searches. And these...
Tips for making the call centre more efficient
According to a recent KPMG analysis, growth and technology are two of the biggest challenges affecting the chief financial officer (CFO), with 70% finding that technology has the biggest impact on their roles. They are expected to research ingenuity and invest in...
Things to consider for your contact centre
Rapidly developing technologies and the need to integrate customer services across all channels has significantly changed the contact centre space in the last few years. Regardless of the motivation for a business having a contact centre, and whether it is inbound or...