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Posts Tagged ‘contact centre’

  • Rudy-7-6400

    Don’t compromise Disaster Recovery for your Contact Centre

    June 11, 2014 • Company NewsComments (0)

    Global business has yet to recover from the 2008 recession, and local business continues to battle with a volatile currency that makes imported goods very expensive. In such an environment, and with their balance sheets under pressure, many companies see...

  • Interactive Intelligence’s Africa head of Sales and Business Development Deon Scheepers (image: Interactive Intelligence)

    Social media is more important in South Africa – Interactive Intelligence

    September 17, 2013 • OnlineComments Off

    Gartner’s annual symposium is currently underway in Cape Town, South Africa, and while the focus has been on trends shaping the future for online businesses and the changing role of the CEO, Interactive Intelligence’s Africa head of Sales and Business...

  • Creating a successful contact centre

    January 30, 2012 • OpinionComments Off

    The quality of the consumer’s contact centre experience defines a significant portion of overall brand value – far more so now than was the case a few years ago. For most brands the defining contact centre challenge is to move away from a paradigm...

  • 2012: Trends in the contact centre

    January 12, 2012 • OpinionComments Off

    Change is afoot in the South African contact centre industry, as savvy companies realise that their customers are communicating with them in new and different ways. To stay ahead of the pack they will need to change their game plans – especially in tougher...

  • Alcatel-Lucent receives $1.5 billion offer

    October 20, 2011 • Mobile and Telecoms, Top StoriesComments Off

    Alcatel-Lucent announced today, 20 October 2011, that it has received a binding offer of US$1.5 billion from a company owned by the Permira funds for the acquisition of its Genesys business. The closing of the deal, expected by the end of 2011 or the...

  • How to improve customer communication

    October 13, 2011 • OpinionComments Off

    There is no doubt that customer communications can be one of the biggest challenges for a company or organisation. Get this right and you can turn people into brand ambassadors, but get it wrong and customers make their displeasure known very publicly. When...

  • Age of Multimedia drives need for reinvention

    October 10, 2011 • OpinionComments Off

    Today’s reality is that customers no longer think, behave or interact with brands and companies the way they did in the past. The new reality is that social media and social interaction platforms can no longer be dismissed. They are literally impacting...

  • Contact centres embrace virtual reality

    September 2, 2011 • OpinionComments Off

    When most people think of a contact centre, they think of a massive, bustling office with long lines of desks hosting hundreds of agents frantically fielding customer calls. In the near-future, however, contact centre agents are as likely to work from small...

  • Cloud telephony extends VOIP benefits

    August 22, 2011 • OpinionComments (1)

    “In recent years, voice over Internet Protocol (VOIP) has proved itself a stable, quality successor to ‘dumb’ telephone systems, a technology that not only saves costs but also improves efficiency and enhances business processes,” says David Meintjes,...

  • Contact Centres – Leaving the big room

    July 25, 2011 • OpinionComments Off

    Contact centre legend has it that the centres we recognise today originally stem from the Automatic Call Distributor (ACD) system developed in 1973 by US firm Rockwell, to allow Continental Airlines to run a telephone booking system. While research reveals...

  • Take voice recording to the cloud

    July 7, 2011 • OpinionComments (1)

    Cloud computing and hosted services are currently taking up a lot of ‘airtime’ as more and less costly bandwidth becomes accessible and companies begin to recognise the benefits of this mode. Conventional wisdom is to first migrate those services...

  • HP supports IT skills in Egypt

    June 14, 2011 • HardwareComments Off

    Hewlett-Packard (HP), one of the world’s largest technology company and Egypt’s Information Technology Industry Development Agency (ITIDA) have signed a Memorandum of Understanding (MoU) to provide world-class training for Egyptian hardware...

  • Five communication trends for the contact centre industry

    May 10, 2011 • OpinionComments Off

    Elingo’s Karl Reed examines five key communication trends emerging in South Africa in 2011. Multichannel contact centres The age of the one way communication street – where brands controlled the manner in which their customers communicated with...

  • Innovation will determine the success of the contact centre of the future

    November 12, 2010 • OpinionComments Off

    In the contact centre arena, innovation is becoming more important as new trends in technology drive transformation in the deployment of customer service and customer contact solutions. Says Paul Fick, MD of Spescom DataFusion: “There’s a paradigm...

  • Integrated contact centre grows with Kenya Commercial Bank

    September 21, 2010 • Mobile and TelecomsComments Off

    At the end of 2009, Kenya Commercial Bank (KCB) implemented its first in-house contact centre. The decision has allowed the bank to take control of in-bound and out-bound customer interactions with surprising ease. KCB is the largest commercial banking group...

  • The evolution of the contact centre

    February 18, 2010 • OpinionComments (2)

    Twenty years ago, inbound call centres consisted of groups of people with telephones and in some cases even headsets, ready to answer customer calls which were delivered to agents in a hunt-group fashion. Today, routing is much more sophisticated...