Quality measurement in the contact centre
Call volumes and talk time are the last metrics a contact centre should look at, when assessing quality of service, says Karl Reed, chief marketing and solutions Officer at Elingo. A decade ago, the measures of an effective contact centre included the number of calls...
Interactive Intelligence wins F&S award
Interactive Intelligence, a global provider of software and services designed to improve the customer experience, has received the 2013 EMEA Frost & Sullivan Contact Centre Company of the Year Award. The award is based on Frost & Sullivan’s recent research...
Procuring a next generation contact centre
Contact centres and finding the right solution is all about the detail. Every contact centre is different, the complexity and sophistication of the solution needed is entirely dictated by the specific business needs and vertical sector that you operate in; there...
Social media as a contact centre
Could social media in its mainstream form become the go-to technology for customer service? The Gartner Group certainly thinks so. In a research paper published in April, Social Media for CRM Will Force a Shift From Contact Centres to Customer Engagement Centres, VP...
Video-based customer service
Video-based customer service is a key growth area. Think about the new Google+ platform – how it is designed to allow us to use easy, Google+ spontaneous video chat to strike up conversations with others, says Peter Flanagan, Genesys regional director: Southern &...
STD-Multiopción uses Aspect Social solution
Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, and back-office solutions, has announced Spanish-based STD-Multiopción, a leading provider of contact centre services, promotion management, BPO and...
Multi-channel call centres boost collections
South Africa has a mobile penetration of roughly 118% - which means that 50-million people are wielding close to 59-million cell phones. And despite the implementation of RICA, mobile churn (where users buy and discard SIM cards) is still increasing, says Jed Hewson,...
Ocular Technology offers Altitude uCI 8
Contact centre solutions provider, Ocular Technologies, has announced that it is offering southern African clients the award-winning Altitude Software’s Altitude uCI 8 software, a solution that increases both contact centre profitability and impact on business with...
Voice: it’s starting to look different
Voice calls will remain a critical part of contact centre interactions for years to come, but the nature and handling of these calls is changing, says Karl Reed, chief marketing and solutions officer at Elingo. While voice calls were the foundation of the contact...
Ocular Technologies announces new capability
Contact centre solution provider, Ocular Technologies has announced that its Aspect Unified IP offering can now be fully integrated with Microsoft Lync Server 2013. “Through our software partner, Aspect Software, we now have the capability to empower agents to...
Who calls the shots in the call centre?
Call centre managers and MDs are finding that they can no longer rely solely on their IT managers to make the call when it comes to choosing the right technology for their business, says Jed Hewson, director of 1Stream. “We’ve seen a shift in the decision-making...
Call Cabinet Version 8 released
Historically, call logging may have been considered a luxury. However, as a result of increasing customer demands for higher standards of service and support, coupled with the challenges of corporate liability and regulatory compliance, cost-effective and reliable...