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Posts Tagged ‘Contact Centres’

  • Deon Scheepers

    Top execs weigh in on challenges faced by African contact centres

    May 19, 2015 • Opinion, Top StoriesComments (0)

    As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. But whether it becomes the heart of the business or a component of the bigger machine depends on the business, say African...

  • Interactive Intelligence

    Are mathematical models ideal for contact centres?

    July 10, 2014 • OpinionComments Off on Are mathematical models ideal for contact centres?

    If a contact centre executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and, most importantly, of agent performance and customer experience delivery. Certainty in the complex environs of a...

  • Recordings: the contact centre security hole

    April 16, 2013 • OpinionComments Off on Recordings: the contact centre security hole

    Most contact centres record voice calls and interactions, but few manage and utilise the resulting data effectively. In line with legislation, and to protect themselves in the event of customer complaints and queries, most companies have recording systems...

  • Focus on the front line

    July 20, 2012 • Top StoriesComments Off on Focus on the front line

    With the onset of the social media revolution and the ever-changing profile of today’s customer, contact centres have gone to great lengths in recent years to keep their service levels in line with escalating expectations. Whilst technical upgrades and...

  • Contact Centres – key emerging trends

    September 12, 2011 • Opinion, Top StoriesComments Off on Contact Centres – key emerging trends

    Many of the key trends emerging in the local contact centre space are mirroring those taking shape globally. In the important areas we’re right there on the communications frontier, which means our brands are facing the same challenges as those in the...

  • Survey: Top Global BPO destinations

    August 29, 2011 • Mobile and Telecoms, Top StoriesComments Off on Survey: Top Global BPO destinations

    According to the latest Everest Consultancy survey, South Africa is among the top three emerging offshoring BPO (Business Process Outsourcing) destinations in the world. The survey aims to understand companies’ perceptions and plans in terms of choosing...

  • Interactive Intelligence sets sights on Africa

    August 22, 2011 • Hardware, Top StoriesComments (2)

    Interactive Intelligence, a global provider of unified IP (Internet Protocol) business communications solutions and the owners of the Customer Interaction Centre (CIC) has opened new offices in South Africa in order to expand their contact centre business on...

  • Interactive Intelligence study claims higher home workers adoption

    March 18, 2010 • SoftwareComments Off on Interactive Intelligence study claims higher home workers adoption

    According to a survey conducted by global provider of unified business communications solutions for contact centre automation, Interactive Intelligence, latest trends indicate an increase in the use of remote agents or home workers in contact centres...

  • Tweets in the contact centre?

    May 22, 2009 • Top StoriesComments (1)

    In April, Facebook hit 200 million users and Twitter has also seen explosive expansion worldwide. Increasingly, companies are asking whether they should incorporate social networking sites into their contact centre strategies...