Prepare your contact centre for an AI-driven future

There can be no doubt that every business and operational team has to get ready for a future in which artificial intelligence (AI) plays a key role. Already, certain aspects of AI such as machine learning are transforming the ways in which some business functions are...

Dell Technologies unveils servers, data centre solutions

Dell Technologies is introducing a portfolio of all-new Dell EMC PowerEdge servers, new Ready Solutions for High-Performance Computing (HPC), and simplified management integrations with leading software and public cloud providers, all designed to address the demands...

SA agent is a globally-recognised hero

Helping young work-seekers change their lives for the better is all in a day's work for Harambee contact centre agent Thapelo Kwenane, but his dedication and amazing results have seen him awarded international recognition and the title of CX Hero at the Genesys...

Are contact centres soft targets for stealing personal data?

Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value in outsourcing their customer experience to contact centres should be wary of the risks this brings, coupled with the adoption of new...