Jun 9, 2014
South African owned integrated solutions specialist and Noble Systems preferred local partner, Intuate Group, believes that one of the company’s recently launched offerings, Noble Web Interfacing Service (Noble WISE), can add flexibility to multichannel customer...
May 28, 2014
Post-call surveys are an essential part of the call centre manager’s toolkit – but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them? “Based on after-call surveys, many companies are far too complacent about how well...
May 21, 2014
According to new Oracle studies, B2B and B2C commerce professionals find integrated, omni-channel customer experiences increasingly valuable to their organisations, and are continuing to invest in technologies and digital content strategies to facilitate them. The...
May 14, 2014
Social media blunders strike fear into the heart of any marketing manager. In the case of First National Bank, a distasteful response to a harmless query caused outrage on social media and left an unsightly blemish on the company’s otherwise polished social media...
May 12, 2014
Worldwide customer relationship management (CRM) software totalled $20,4-billion in 2013, up 13,7% from $18-billion in 2012, according to Gartner. “High levels of end-user investment in digital marketing and customer experience initiatives were the primary...
