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...
Aspect Software launches Aspect Via in Europe
Aspect Software is celebrating the European launch of its 100% cloud-based Customer Engagement Centre (CEC) platform, Aspect Via. Available to all verticals in the UK and Europe, Aspect Via's launch marks the company's aggressive global expansion plans. Aspect Via is...
Aspect Software becomes a member of the GSMA
Aspect Software has strengthened its commitment to its work in banking fraud prevention and mobile banking, by becoming a service provider member of the GSMA. Representing the interests of mobile network operators worldwide, the GSMA connects hundreds of stakeholders...
XDSL extends into New Telco SA data centre
New Telco SA's carrier-neutral Midrand data centre has been selected by Internet service and premier fibre provider, XDSL, as a Point of Presence on their rapidly expanding network. The data centre provides XDSL with the ideal platform to further extend their reach...
Transform the call centre with social media
Digital technology is fast transforming the service providers and communications contact centre industry. Social media engagement has already risen by 23% and phone transactions handled by call centres has dropped by 12%, according to Dimension Data's 2016 Global...
How chatbots will evolve into practical tools
With research showing that the number of new app downloads is slowing down, it's clear that customers are becoming pickier about the apps on their phones and tablets. The slowdown also points to a phenomenon of 'app fatigue' - we're getting tired of continually...
Technology trends shaping the contact centre
2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South Africa and internationally. And while these challenges put the local market under severe pressure, with many businesses being forced to downsize, the...
Customer service leaders should be a step ahead
The customer service landscape has become more complex than ever, with various communication channels being introduced. This has presented new methods of interactions between businesses and their customers. When a business is running a contact centre, there are...