Opening up the contact centre market
The concept of the contact centre has evolved dramatically over the decades, from manually operated switchboards to automated call distribution and on to the PABX that has enabled anything from local enterprise huge multinational corporations to centralise customer...
Ensure a positive experience in the contact centre
Jim Freeze, senior vice-president of Aspect Software, offers five tips for customer service success. Most of us will have been at the receiving end of bad customer service, and it is normally something that you do not forget too quickly. However, it may not purely be...
Gartner recognizes Verint in new Magic Quadrant
Verint Systems has achieved the highest and furthest overall position for its ability to execute and completeness of vision in the new Magic Quadrant for Customer Engagement Center Workforce Optimization (WFO) report by research and advisory firm Gartner. This...
Update your contact centre technology with digital
The business case is very simple: without digital technology you can't thrive, writes Richard Melrose, technology director at Merchants. The boardroom discussion about updating contact centre technology very often misses the point as there shouldn't really be any...
Turn your service desk into an operational asset
Your service desk should be driving productivity and helping to establish an organisation-wide customer focus rather than lurking sullenly among your cost centres. By Sandra Galer, consulting director at Merchants In an era in which efficiency and customer experience...
Digital transformation is key contact centre focus
Customer experience is the last source of sustainable differentiation in a battle for the next generation digital consumer, and the only way for contact centres to rise to this challenge is through digital transformation, says Interactive Intelligence. Deon Scheepers,...
Teleforge signs with TaskFlow in diversification drive
Specialised call centre solutions provider, Teleforge Communications, has signed a business partnership deal with Task Flow that will enable it to diversify its service offerings beyond voice solutions for call centres. TaskFlow develops task-based process and...
Merchants wins big at 2015 BPeSA awards
Merchants, South Africa's longest standing and largest contact centre partner, has again won multiple awards at the 2015 BPeSA Annual Contact Centre and BPO Awards. The awards, which serve as a platform to recognise and celebrate outstanding contributions,...
Leverage technology to improve customer satisfaction
Call centres of today should allow customers to use their preferred means of communication, easily identify issues impacting response time, facilitate personalisation and feedback, and must also be cost effective. According to recent research, entitled "The efficiency...
Millennials – how is your call centre adapting to this generation?
Having grown up in a time of rapid change, millennials have a different set of priorities and expectations and it is for this reason that they are revolutionising business as we know it. Advancement in technology means that future workforces will continue to evolve...
Jasco DataVoice delivers compliant voice recording for Netstar
When Altech Netstar, a sister company of Bytes Systems Integration (Bytes SI) and prominent internal customer within the Altron Group, required a new voice recording solution for compliance and training purposes in their contact centre, Bytes SI turned to Jasco...
Interactive Intelligence wins UCC award
Interactive Intelligence Group, a global provider of software and cloud services for customer engagement, unified communications and collaboration, has received Frost & Sullivan's 2015 EMEA Company of the Year Award in Customer Contact. This award, which...