Investing in future call centre staff
Leading customer interaction and communications expert Inter-Active Technologies is proud to announce that 44 learners have completed the company's distinguished Internal Learnership Programme. This has been considered as a significant milestone for Inter-Active...
Gamification in SA contact centres
Call centre technology provider 1Stream is taking the lead and has released a white paper outlining the potential for gamification technologies in South African contact centres. The white paper was created to provide a glimpse into how gamification is shaping...
Jasco meets midsize contact centre needs
The midsized market is often overlooked with regards to technology yet their needs are often similar to their larger counterparts. Jasco is addressing this with the availability of Avaya’s Contact Centre Select solution, the latest addition to its customer experience...
Avaya named leader by Gartner
Avaya has announced that it has been positioned in the Leaders Quadrant in the Gartner Magic Quadrant for Unified Communications for 2014. This is the sixth consecutive year that Avaya has been placed in the Leaders Quadrant and recognized as an industry player in the...
Immigration laws hinder offshore investment
In order for the South African economy to grow and provide sustainable employment, there has to be an increase in offshore investment into the country. This, however, is dependent on a review of the new immigration laws as they are effectively hindering the process of...
Upskill contact centre agents online
Call centres are notorious for their turnover: the number of people who walk in and out the door is high. This situation can, however, be remedied if call centre agents are invested in and nurtured. As part of its strategy to change the face of contact centres and...
1Stream supports contact centre gamification
Hosted contact centre provider 1Stream says its clients will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.“Gamification is about applying elements of game design to everyday work experience to make it more...
The hidden benefits of managed services
Customers are increasingly demanding rapid, excellent service from an organisation’s contact centre – and rightfully so, says Louise van Zyl, manager, Technical Centre at Jasco Enterprise. However, as contact centre managers look to add more communication channels,...
Red Hat implements Genesys solution
Genesys, a leading provider of customer experience and contact centre solutions, announced that the Business Edition on the Genesys Customer Experience Platform was selected by Red Hat, the leading provider of open source solutions, to help transform its customer...
Assessing a contact centre recovery site
Contact or call centres have become vital sales and support hubs for many companies, which mean that a recovery plan forms a vital component of their business continuity strategies. But an effective disaster recovery site for a contact centre must meet certain...
No contact centre is an island
The contact centre of today is made up of various communication and management solutions. Despite this inherent complexity, it’s essential that the contact centre does not stand isolated as a silo within the business, says Jeff Bowyer, sales and marketing manager at...
Gartner lauds Interactive Intelligence
Interactive Intelligence Group, a global provider of software and services designed to improve the customer experience, has been positioned by Gartner in the Leaders quadrant of its 2014 Magic Quadrant for Contact Center Infrastructure report. The Gartner report,...