Contact centres ahead of LRA amendments
When your organisation is all about providing a service to a customer, you want your people to feel a sense of belonging and care so that they can pass on that feeling to customers they are helping on a daily basis. While the new rights for labour broker, fixed term...
Compliant call logging to resolve disputes
The potential for “he said/she said” disputes between companies and their customers is growing exponentially as an ever increasing number of transactions and interactions are undertaken over the telephone. And this, says Matthew Balcomb, CEO of Call Cabinet Southern...
CallCabinet signs with ECN
CallCabinet South Africa has signed a deal with Electronic Communications Network (ECN), a division of JSE-listed Reunert, to incorporate CallCabinet’s powerful and compliant voice logging technology as part of its telecoms solutions. ECN is a national next generation...
Childline rolls out Bytelogix solution
Bytelogix has been commissioned by MTN SA Foundation to provide a call routing solution for Childline's emergency call centre service. The solution will use Bytelogix’ Dynamic Call Routing (DCR) application and an integrated SIGTRAN stack. Childline’s nation-wide,...
New tech could lead to call centre job loss
With fast emerging technology such as automated voice messaging (AVM) and Interactive Voice Response (IVR) being increasingly introduced into the call centre-run debt collection industry, employers are able to increase productivity and reduce staff head count by up to...
New switch from Alcatel-Lucent
The new Alcatel-Lucent OmniSwitch 6900-Q32 platform brings higher performance and scalability to the Enterprise network with innovative Intelligent Fabric technology. As part of Alcatel-Lucent Enterprises out-of-the-box solution, Intelligent Fabric technology brings...
Outsourcing contact centres
If you are running your contact centre effortlessly and cost effectively and your customers are satisfied, this article is not for you. There are very few organisations that should not consider outsourcing their contact centres because there are very few organisations...
Agent engagement in the spotlight
Phrases and headlines such as “the customer engagement revolution”, “making customer engagement effortless”, “improving customer engagement” and “investing in customer engagement” abound in traditional media and social media, says Ebrahim Dinat, COO at Ocular...
Virtual call centres are the new methodology
As the world continues to battle with the hangover of the 2008 financial meltdown, companies are continually looking to shave off costs wherever they can – and this is also true of the call centre industry, where bottom-line costs are being scrutinised. This business...
On-site PBXes can be the death of SMBs
As a small business owner be aware of the pros and cons of a site-based PBX versus a hosted PBX and how each solution addresses your requirements, says Sacha Matulovich, sales and marketing director, Connection Telecom group and CEO, FatBudgie. Do you require...
Blended diallers drive efficiencies
Contact centres, especially outsourced ones that provide services to a multitude of customers, face the challenge of balancing resources and technology between the two main types of service – inbound and outbound, says Marco van Biljoen, executive head: Gauteng and...
SA’s data centres are in development
Data centres have for years been known to be excessive consumers of power, consuming up to 3% of all global electricity production, and roughly ten times more per square metre than the average office. Previously, energy efficiency wouldn’t necessarily be at the top of...