Aug 19, 2015
Studies conducted by research company JD Power & Associates indicates that interactive voice response (IVR) accounts for 27% of US customers’ total call experience. From a South African perspective, local business owners need to pay attention to the increased...
May 5, 2015
Have you ever changed or amended the source code of an IT Service Management (ITSM) solution? Perhaps to add features and functions that weren’t included in the “out-of-the-box” software? If so, you may have complicated the link between what you’ve got and...
Mar 6, 2015
Implementing effective enterprise resource planning (ERP) systems, such as SAP is fundamental to any company’s efficient operation and underpins its growth strategy, says COO of Britehouse, Paolo Masselli. If not delivered effectively, these implementations can be...
Jan 28, 2015
January sees numerous graduates, matriculants and other job seekers attempt to enter the workforce, but it is not always easy to get past the application stage. Over 930 000 browsers visited Gumtree’s job section in November, according to Effective Measures, and the...
Oct 28, 2014
Customer experience management (CEM) is a strategic process that companies should implement across the entire organisation to look after their customers. CEO of Smoke Customer Care Solutions Andrew Cook highlights some of the worst customer service mistakes companies...
