Leveraging contact centre analytics
As reported in the South African customer satisfaction index, customer satisfaction is on the decline among some of South Africa’s top companies within the insurance, mobile network, internet, retail and banking industries. Global leader in customer engagement...
Contact centres still need people
The 2015 Dimension Data Global Contact Centre Benchmarking Report shows that contact centre operators and owners understand that their existing technology capabilities are inadequate for meeting the expectations of, particularly, a progressively younger market raised...
Re-assess call centres for e-commerce
For both new and established e-commerce merchants worldwide, customer experience and customer care have become key to survival. While online stores can beat out their brick and mortar competitors on price, gaining a competitive edge over other online merchants has...
New Presence Technology offering from Jasco
Jasco Enterprise, a proud partner of Presence Technology, announces the availability of the new Presence IVR Software module (Interactive Voice Response) designed to improve customer contact. One of the features of the Presence IVR software module includes a “strategy...
Jasco releases DataVoice Coach v5.1
Jasco has announced the latest update to its DataVoice Coach solution, a quality management and training programme aimed at the contact centre market. DataVoice Coach v5.1 features several usability and workflow enhancements, introduced to the solution as a result of...
Integrating social media and the call centre
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a community or social media...
Interactive Intelligence a Gartner leader
Interactive Intelligence Group has been positioned as a Leader in the Gartner 2015 Magic Quadrant for Contact Centre Infrastructure, Worldwide report. According to Gartner, Leaders in this report are “high-viability vendors with broad portfolios, significant market...
Jasco updates DataVoice Screen Recording
Jasco has announced the latest update to its DataVoice Screen Recording solution, a tool to capture and record events as they happen on a computer screen. DataVoice Screen Recording 2.1 incorporates support for multiple screens, increased recording capacity, support...
Genesys integrates with Skype For Business
Genesys has announced an integration with Skype for Business to deliver best-in-class customer engagement, contact centre and unified communication solutions all from one single place: the Genesys Customer Experience Platform. Genesys is one of the first enterprise-class contact centre solutions providers to achieve a native integration with Skype for Business using the Unified Communications Managed API, part of the Skype Developer Platform.
The role of the contact centre
As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. But whether it becomes the heart of the business or a component of the bigger machine depends on the business, say African contact...
WFM software optimises contact centres
Today’s consumers are more demanding than ever; exposed to an array of options and providers for all facets of their daily lives, and with switching providers becoming easier, keeping your customers happy is a major priority for any business. Within this fast-paced...
Ineffective outbound contact centres cost
With the tough economic times financial institutions are seeing a greater volume of unpaid accounts, longer delinquency periods and an escalation in broken promises as consumers battle to meet their monthly payment commitments. The latest statistics from the National...