Does your contact centre speak Millennial?
Millennials and the technology-infused world, in which they live and work, are without a doubt creating a stir within the traditional customer engagement model. New, future-thinking models of engagement are needed if brands are hoping to claim their slice of the...
Training is the key to continued success in contact centres
As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to provide a positive...
2017 trends in the voice recording industry
Voice recording is old hat; the new term is “interaction recording”. As more companies journey further down the road to paperless processes, where multi-channel personalised interactions with customers are a competitive requirement, having an easily accessible record...
Avaya helps midsize businesses raise the bar
Avaya has announced a new version of the company '' s contact center platform that enables midsize businesses to rise above the competition by offering an omnichannel customer experience. Avaya IP Office Contact Center 10 is a true, end-to-end solution with the...
Manage contact centre pressure with gamification
Contact centres need all the help they can get during the busy peak season, and gamification could be the answer. Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream, says business contact centres are often the first port of call for...
BPS continues to attract offshore investment
Contributing R50-million to the national GDP and providing employment for approximately 215 000 people, South Africa's Business Process Services (BPS), previously known as the Business Process Outsourcing (BPO) sector, and contact centre industry is one of the...
parnters deliver compliant cloud-based call recording
CallCabinet and virtual PBX platform wholesaler Contineo Virtual Communications have combined forces to offer the local channel a plug-and-play compliant call recording solution for the enterprise market, based on CallCabinet's cloud-based Atmos. Laurent Pieton,...
Xerox ConnectKey ‘Call Me Back’ app boosts efficiency
Bytes Document Solutions (BDS), Xerox's authorised distributor in sub-Saharan Africa, has announced the release of the Xerox ConnectKey app, known as 'Call Me Back'. The 'Call Me Back' app is the latest addition to the Xerox App gallery which is available on all Xerox...
Keep productivity in call centres up this festive season
The lead up to the holiday season can be daunting for those in the retail industry, particularly for contact centres who bear the brunt of the increased workload, and often heightened tempers. While managing this period might seem overwhelming to the staff and...
Defy SA opens high-tech call centre
Defy South Africa has opened a new national call centre in Hermanstad, Pretoria West, featuring realtime response software supported by a dedicated team of 28 agents. "We have integrated software which ensures that calls are directly linked to all branches on a live...
Aspect Software wins Ventana innovation award
Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions has announced that Aspect Via is a 2016 Ventana Research Technology Innovation Award winner for Customer Excellence. The Ventana Research...
Ucloud and Avaya debut contact centre-as-a-service
Avaya and Ucloud, China's largest independent public cloud provider, today announced the launch of A Cloud, a contact centre-as-a-service (CCaaS) solution. A Cloud allows customers to deploy contact centre operations in the cloud rapidly and cost-effectively, helping...