You hate robocalls for the wrong reasons
Think back to your favourite robocall experience. You probably don't have one. By JD Engelbrecht, MD of Everlytic Last week, at a dinner party, I asked the guests to recall their favourite robocall experiences. It was interesting and thrilling...not quite...nobody...
VoIP, cloud-based contact centres could enable SA’s BPO sector
South Africa has been a major destination for global business services -- often called business process outsourcing (BPO) -- for a few years now. In particular, the country has steadily climbed the ranks when it comes to contact centre operations. Among the factors in...
Clickatell launches chat commerce workflow builder
Clickatell has launched Chat Flow, a new product that enables organisations to easily create, edit, test, and manage chat commerce communications across multiple channels. With Chat Flow, companies deploy turnkey user experiences with little or no-code requirements...
Compliant call recording unlocks business benefits
While almost everyone has heard the phrase: "This call may be recorded for quality control purposes," while waiting to speak to a business service representative or call centre operator, businesses are starting to appreciate that the effective and compliant recording...
Sector innovation creates work from home call centre jobs
No single organisation - whether government, corporate or civil society - can solve South Africa's unemployment crisis alone. With nearly two-thirds (63,2%) of the country's young people not in work or education, a co-ordinated effort is required to offer them...
TransUnion opens global capability centre
TransUnion has announced the opening of a new Global Capability Centre in South Africa to provide support to clients around the world, creating numerous new jobs in the process. The new virtual centre, which will be headed by veteran business process outsourcing (BPO)...
SA’s BPO sector well placed to absorb matric learners
In the third quarter of 2020 the unemployment rate in South Africa this year rose to a record 30,8%, with discouraged work seekers increasing by 9,1%. While this is an indication of how the lockdown affected employment in the country, the good news is that some...
Key considerations for contact centre investments
Technology investments into cloud, contact centre and process have become critical to business success. These solutions allow for organisations to improve the way they interact with customers, improve experiences, and proactively manage processes and systems. They are...
Chatbots could become the front line of banking service
This year has seen the rapid acceleration of the Work from Home (WFH) model as businesses rushed to accommodate the need for social distancing and reduced interpersonal contact. By Harkrishan Singh, director, application development at In2IT For the banking industry,...
Shifting collaboration to the cloud post-Covid
As the 'Covid effect' continues to accelerate the transition to the cloud, businesses need to put in place a deployment or migration strategy to ensure business as usual. Anne-Meine Gramsma, chief commercial officer at ContactCenter4All, discusses the case for...
Pandemic impacts South Africa’s uptake of CCaaS
The ongoing Covid-19 pandemic that is pushing businesses to rapidly reinvent the way they operate is an additional driving force for the uptake of contact centre as a service (CCaaS) in South Africa, putting the future of the traditional contact centre model under...
Covid-proofing the contact centre
Logistics, costs and complexity - the contact centre has faced an entirely different challenge in 2020. When the pandemic was first felt in the shape of lockdowns and remote working, many companies were able to rapidly iterate and adapt. They moved their people into...