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Posts Tagged ‘Interactive Intelligence Africa’

  • 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...

  • Call Centres are going mobile

    September 14, 2012 • OpinionComments Off on Call Centres are going mobile

    The concept of integration in the contact centre has been widely discussed in recent years, with many companies having made great strides towards achieving a more unified environment. SMS, e-mail and web chat are gradually being incorporated into contact...

  • 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...