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...
May 20, 2015
Customers of Wonga SA have been hit by an elaborate phishing scam that has seen users falling for false notifications. Consumers have become vulnerable to the SMS and e-mail messages with many making contact with the rogues, handing over personal information details...
May 13, 2015
The contact centre industry has reached a crossroads more significant than any other in its history and, this time, operators have no choices left. So says Zain Patel, operations director: Domestic at Merchants. “Contact centres were developed, four decades ago,...
Apr 21, 2015
Digitisation offers great opportunities to personalise customer experiences – but companies need to understand the nuances to achieve good results. Watermark Consulting’s 2014 Customer Experience ROI Study confirms what marketers have always instinctively...
Apr 9, 2015
If you are running your contact centre effortlessly and cost effectively and your customers are satisfied, this article is not for you. There are very few organisations that should not consider outsourcing their contact centres because there are very few organisations...
