Customer experience leads trends for 2022

Anyone who wasn't on board for the great tech boom in 2020 and 2021 would almost certainly have found themselves regretting their choices, as digital transformation continues to gain momentum in 2022. But "experience is everything" in the year ahead. By Nic...

Shifting analytical gear in the contact centre

In the past, speech analytics solutions were an expensive, often out of reach investment for most contact centres. They were usually only accessible by larger contact centres with at least 300 seats and cost upwards of R2-million to implement. Today, this paradigm has...

What does the future hold for customer and contact centres?

The future is murky and challenging but there are some clear trends emerging when it comes to customer experience and the evolution of the contact centre, writes Rod Jones, industry analyst and Callbi brand ambassador. The contact centre conversation. It's not one the...

2021 contact centre trends in review

2021 has been a bumper year for digital transformation. Businesses have had to rapidly digitise processes to ensure they can continue operating as normally as possible no matter where their employees or customers are. By Nic Laschinger, chief technology officer of...