SA’s BPO market picks up speed
South Africa’s Business Process Outsourcing (BPO) industry continues to grow from strength to strength, attracting investment and creating new jobs especially in the 18 to 35 age group, where job creation for young people is most needed. “The majority of foreign...
New Avaya systems offer multi-channel features
Avaya has unveiled new communications solutions that address multichannel communication preferences, while meeting enterprise security, availability, manageability and scalability requirements. The new Avaya Engagement Solutions include innovative technologies that...
Aspect Software launches Mobility Suite
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, recently announced the launch of Aspect Mobility Suite, a solution suite that integrates the mobile customer...
Contact centres in the cloud
As a developing market, the African continent is currently seeing much international interest and investment, says Pippa Wilson, portfolio manager: Cloud Solutions, Jasco Enterprise, The Jasco Group. This is resulting in large multi-national organisations, including...
Meeting customer 3.0 demands
Organisations need to empower contact centre agents and inject structure, meaning and leadership into their engagement with customers, says Interactive Intelligence. Speaking during a webinar with Chris Wood, MD at Engage Customer, Leon Stafford, Territory Manager at...
MTN recognised at Ask Afrika Index
MTN South Africa has been named the winner of the Best Service in Telecommunications sector and the Best Call Centre in the country across all industries in the 2014/15 Ask Afrika Orange Index Awards. "We are very proud of this achievement as the telecommunications...
Merchants wins two BPO awards
Merchants, southern Africa’s largest and oldest business process outsourcing (BPO) and customer experience specialist, has won two categories in the 2014 BPeSA Annual Contact Centre and BPO Awards.
MWeb tops in customer service
South African customers have voted MWeb the best Internet service provider (ISP) in a nationwide index which rates SA’s top companies on their service excellence. At the Ask Afrika Orange Index Awards announced in Johannesburg on Friday, MWeb took first place in its...
Euphoria to address conference delegates
Local telecoms provider Euphoria Telecom will be addressing delegates at the second Call Centre Excellent Summit to be held from 18 - 20 November 2014 at the Empire Executive Hotel in Johannesburg, South Africa. Euphoria Telecom will be doing a live demonstration of...
Aspect Software announces upgrade programme
Some deals are just too good to be true - and contact centre promotions are no exception. Companies struggle figuring out the true costs behind confusing cloud promotions, long-term contracts, add-on capabilities and figuring out why set-up fees are so high. Rising...
Learning culture key in call centres
There are few workplaces that are as stressful as a telecoms operator’s call centre. When a telecoms subscriber phones in, they're often already disgruntled because there’s a problem with his or her service or bill. That means the agents in a telecoms call centre need...
How to differentiate customer experience
The battle for the customer is shifting to new ground, away from the telephone to digital (email, web chat) and social media (Facebook, Twitter, and others). However, the delivery mechanism for customer experience remains the same: the contact centre agent or customer...