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...
Aspect Software wins award
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, back-office and award-winning cloud solutions, announced that TMC, a global, integrated media company, has selected Aspect for a 2014 Speech Technology...
SA call centres get virtual, more cost effective
As the economy continues to struggle and as companies face increasing cost pressures - and as all sectors of the business come under the microscope - so the interest in leaner contact centres has grown. Consequently there is a noticeable shift towards a new business...
Empower call centre agents with smartphone support
Investment in strong online customer care strategies is becoming an imperative in the mobile operator industry, especially in Africa, where the first wave of smartphone users is on a rapid rise. Nonetheless, customer care agents are not properly equipped to deal with...
Breaking the cycle of recruiting, training and churning
There are few business operations that are more challenging from a human resources perspective than running a call centre, writes Ivanna Granelli, founder of Can!Do Consulting. Here, at the front lines of customer service, businesses face a tension between the need to...
Single-minded approach to multidimensional communications
The constant evolution of customers’ communication preferences makes effective organisational communications seem difficult to achieve … but this is actually easier than it looks. Because communications technology has developed in phases, organisations have...
Ocular Technologies offers Aspect’s cloud solution
Ocular Technologies, a South African contact centre solutions provider and Aspect 2014 Partner of the Year for Europe and Africa, will be offering Aspect’s cloud contact solution to its clients. “No longer an outlandish term, the usage of ‘cloud-based solution’ is...