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...
Please stop calling! Or should they?
Delia Gross, executive for the In-Touch Outbound Contact Centre at Innovation Group South Africa, outlines a few things to consider before you hang up on yet another call centre agent. You're already late for a board meeting and your phone is ringing for the third...
3 habits of successful contact centres
It's easy to disparage poor performance in contact centres - we all experience an unfavourable experience at times - repeated calls, ill-equipped agents and a lack of efficient resolution. What is a bit more challenging is knowing what goes on behind the scenes at...
Algorithms at work in the contact centre
Interactive voice recognition (IVR) is a technology that was first used in the 1970s by bank tellers to verify customer balances. It followed other phone technologies such as touch-tone dialing, 1-800 numbers, private branch exchanges (PBX), and is a precursor to the...
Aspect Software launches Via Workforce Management
Aspect Software has announced Aspect Via WFM, the cloud-based version of Aspect’s market-leading workforce management solution. Aspect Via, the company’s Customer Engagement Centre (CEC) and the backbone of Aspect’s cloud portfolio, is a complete set of customer...
The contact centre generation gap
Bruce von Maltitz, co-founder and joint-CEO of 1Stream, discusses the generation gap that is increasingly apparent in the business environment, and how contact centres can evolve to make the most of it. There is a growing repository of literature focussed on the...