Chatbots as we know them are evolving. The generic bot found on many websites isn't fit for many of the purposes it's been deployed for. But now, chatbots are specialising to better meet the variety of roles they can fill - if correctly programmed. By Ryan Falkenberg,...

How many peppers would Peter have picked if the chatbot had called him by name? Wynand Smit, CEO of Inovo looks at how personal means business. Personalisation has become a value proposition. Or, as McKinsey calls it, a 'force multiplier' in its Next in...

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...

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...

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...

Anyone in South Africa will be intimately familiar with the current energy crisis. Load shedding affects us all, personally at home and commercially at our offices, factories and places of work. Energy costs are increasing exponentially, and everyone needs to be...

Despite the challenges resulting from the Covid-19 pandemic, South Africa has rapidly expanded into a trusted, internationally recognised global business services (GBS) destination of choice. Strong government support, technological readiness, first-world...

When it comes to the contact centre, there are several cost touchpoints that are important. The first is the realisation that the contact centre itself is a powerful tool when it comes to differentiation, customer experiences and customer retention. As McKinsey points...

McKinsey describes the hyper-personalisation of customer service as the 'care of one'. It's the evolution of the contact centre into an experience centre, one that uses multiple tools and technologies to create impact where it's needed. It's the organisation's ability...

Upskilling has become a critical business imperative, a tool that allows for the organisation to modernise, transform and grow because it has invested into its people and the skills they need to thrive. The Upskilling for Shared Prosperity report by PwC and the World...