Aug 12, 2015
There is no doubt that omni-channel matters for contact centres today. Channels other than voice are becoming increasingly important to the customer experience, with the use of new channels such as Web chat, social media and SMS, for example, growing rapidly and going...
Jul 10, 2015
Once every 20 – 25 years, the information and communication technology (ICT) industry shifts to a new technology platform for growth and innovation, says Neil Cosser, Identity & Data protection manager for Africa at Gemalto. The Industrial Development Corporation...
Aug 19, 2014
IDC Retail Insights’ new report describes the big data and analytics (BDA) foundation for revenue growth and charts the likely rapid evolution of new capabilities. The report, Business Strategy: Big Data and Analytics Lay the Foundation for Revenue Growth, presents a...
May 30, 2014
Only a few years ago, Africa was viewed as the potential pitfall for investors; today it is dubbed as “the fastest growing continent”. What has brought about this change and what have businesses done differently to act as the catalyst for this rapid...
May 23, 2014
The right staff and tools are key to contact centre success, says Martina Knappe, head of EMEA Marketing at Interactive Intelligence. With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to...
