Call Center

Southern Africa

Does visual IVR technology create an engaging customer service environment?

Staff Writer - April 21, 2016

Anybody who has ever had to phone a call centre globally or within Africa knows the frustration of listening to numerous menu options before eventually being able to speak to an agent. But thanks to the emergence of visual...

Company News

Top ten contact centre strategies

Staff Writer - May 26, 2014

With a new breed of consumer making new demands on business, contact centres are having to radically change their approach to operations Interactive Intelligence recently discussed Top Ten Contact Centre Strategies with a European audience via a series...

Enterprise IT

Speech analytics for improved customer service

Staff Writer - October 9, 2008

The use of speech analytics in a contact centre environment is fairly widespread, but its use in a post-call survey is a new application with important benefits for companies wanting to raise the bar in customer service. Speech analytics is...

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Latest News

Digital TransformationMamsi Nkosi - January 17, 2025

Ethio Telecom & AfDB Partnership to Drive Ethiopia’s Digital Economy

In a strategic effort to support Africa's digital transformation, Ethio Telecom has partnered with the African Development Bank (AfDB)...

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Sponsored

From Cape to Cairo: The Role of Cryptocurrency in Bridging Africa’s Financial Divide

Mamsi Nkosi - January 17, 2025

Artificial Intelligence

Workday’s Report Reveals AI’s Impact on Jobs & Human Potential

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2025 How to Change GPS Location on iPhone Step by Step

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Artificial Intelligence

Google & Mercedes-Benz Transform In-Car Navigation with AI

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