Jun 17, 2015
The world has become customer-centric. Customer expectations have never been higher and the perception of a brand is a factor that is increasingly going to mean the difference between success and failure for businesses according to analysts. Research shows that by...
Jun 9, 2015
Companies seeking to improve customer experience to boost business may be overlooking a critical component in the mix: staff. This is according to African contact centre experts polled for a new African contact centre trends publication produced by Interactive...
Jun 9, 2015
While most organisations are contemplating how to develop a meaningful customer engagement strategy, retailers in the US have moved one step ahead and are merging brick-and-mortar and digital strategies. Known as an onmi-channel, it is what all organisations that take...
Jun 3, 2015
Marketing and sales is an art. While success in these disciplines has always required having access to the right people at the right time, these days, buyers are electing to do research online and are extremely well-informed by the time they have their first contact...
Jun 2, 2015
Driven by changes in user behaviour and a strong desire to increase member satisfaction, health insurers are going with what works – a little bit of everything. The percentage of organisations distributing most or all of their communications via multiple media...
