Jun 20, 2013
More than 90% of communication in southern African contact centres is still conducted via voice calls – which is both the most inefficient and the most expensive way of communicating with clients. “It is worrying to see how few contact centres are making use of...
Apr 22, 2013
As a customer, do people know how many business relationships they have? Listing them can be an interesting exercise: the phone company; the supermarket; the doctor; the dentist; the garage; the bank; the gym; the place they buy lunch – almost everybody can rack...
Feb 1, 2013
Enterprise social networks are set to become the primary communication channels for noticing, deciding or acting on information relevant to carrying out work. However, Gartner estimates that through 2015, 80% of social business efforts will not achieve the intended...
