Analytics in the contact centre

Dec 11, 2014

Contact centres are often a customer’s only point of interaction with a business and its brand, and as such service should be optimised to provide the best experience possible, says Marco van Biljoen, executive head: Gauteng and Central, The Jasco Group. Many studies...

iiNet contact centre grows by 500 jobs

Oct 2, 2014

The iiNet customer service centre in Cape Town, operated by Merchants as part of iiNet’s global virtual contact centre, will expand to 1 000 seats by the end of 2014 as a result of continuous iiNet growth.

1Stream supports contact centre gamification

Jul 22, 2014

Hosted contact centre provider 1Stream says its clients will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.“Gamification is about applying elements of game design to everyday work experience to make it more...

Assessing a contact centre recovery site

Jul 11, 2014

Contact or call centres have become vital sales and support hubs for many companies, which mean that a recovery plan forms a vital component of their business continuity strategies. But an effective disaster recovery site for a contact centre must meet certain...

No contact centre is an island

Jul 10, 2014

The contact centre of today is made up of various communication and management solutions. Despite this inherent complexity, it’s essential that the contact centre does not stand isolated as a silo within the business, says Jeff Bowyer, sales and marketing manager at...