Contact centres need innovation boost
With some local contact centres still resting on technology nearly a decade old, it’s time for contact centres to embrace innovation or face being left behind, says Karl Reed, chief marketing and solutions officer at Elingo. Across the world, the fastest-growing...
Sage Pastel help desk best in the world
Sage Pastel, South Africa’s leading developer of accounting and business software, has been named best help desk in the world at the ContactCenterWorld.com Top Ranking Performer global finals at a glittering ceremony in Las Vegas on the weekend. Category runners up...
Navigating the complex hosted market
The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure, rising customer support costs against the backdrop of the global recession and the age of the connected...
The Web chat makes a comeback
Web chat, a tool before its time in the 90s, is making a comeback, now offering contact centres a useful alternative channel with a broad range of functionality, says Karl Reed, chief marketing and solutions officer at Elingo. When Web chat emerged in the late...
Self-service may do businesses a disservice
The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good, says Jed Hewson, director of 1Stream. Staff costs are, of course, the most...
Avaya offers new collaboration solutions
Avaya has unveiled a set of new software and cloud-based services designed to transform the way enterprises and organisations work. Avaya’s simple, intuitive solutions help employees to work more effectively, engage more easily, and make decisions faster so...
The biggest mistakes call centres make
It’s a fact: a call centre can either be the best tool for improving customer relationships, or the thorn in the proverbial side, says Jed Hewson, director of 1Stream. After all, the contact centre is the “shop window” – it’s the first point of call when a customer...
DiData forum to focus on contact centre
The contact centre has been in constant evolution since the 1990s, with some experts stating that it will be irrelevant in 2020. The current stage of evolution is the proliferation of channels, where a number of different channels are being used to interact with...
New appointment at Aspect Software
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, has announced the appointment of Kenneth Ewell to the position of Senior Vice President, Worldwide Professional Services. Ewell...
Bank Hapoalim rolls out Genesys solution
Genesys, a leader in contact centre and customer service solutions, has announced that Bank Hapoalim, Israel’s largest bank with a global reach in three continents, has successfully transformed its business operations and increased its competitiveness with Genesys...
RegioCom deploys Aspect Unified IP 7.1
RegioCom, a German service provider focused on commercial and IT processes as well as software solutions for utilities, relies on Aspect solutions for their customer care. Since the beginning of the year it has deployed the latest version of the Aspect Unified IP...
Key 2014 contact centre trends
Hosted technology provider 1Stream has released a white paper detailing the key trends affecting the South African contact centre industry, including technology providers in the space. “The market has definitely grown dramatically over the last five years,” says Bruce...