Global kudos for Harambee’s contact centre
Harambee Youth Employment Accelerator has been named a global trailblazer in customer experience innovation, receiving the CX Game Changer Award by Genesys. Almost 100 nominations were received from around the world and vetted by an executive panel of judges and...
Vox delivers hosted contact centre solution
Vox, is partnering with Ocular Technologies to deliver O!Connect, a hosted contact centre solution for small to mid-sized businesses. Natalie van der Merwe, senior product manager: telephony at Vox, comments: "A contact centre solution built specifically for the...
Offshore contact centre boosts SA jobs
Local employment levels will receive a welcome boost of 84 new jobs, thanks to the launch of an offshore contact centre in South Africa. Silver Top Taxis in Australia, in partnership with Merchants, has launched the new customer service operation in a bid to...
Avaya and Afiniti bring AI to the contact centre
Avaya Holdings and Afiniti, a provider of AI-based behavioral pairing solutions, have announced a strategic partnership to improve enterprise customer experience and contact centre performance by integrating artificial intelligence (AI) into contact center routing...
Is your interaction recording system costing you in court?
Company board members and managers have a fiduciary responsibility to their organisation to evaluate and manage risk. For the most part, this is done effectively. However, the risks associated with contract security, particularly those that are undocumented, can often...
Chatbots to be the differentiator
As South African customers increasingly avoid call centres and emails in favour of using more immediate digital communication channels, local companies - especially in the retail and services sector - will need to look toward intelligent chatbots to set them apart...
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...