For many contact centres today, the transition to digitised and highly automated systems and processes happen in a piecemeal fashion – with the underlying belief that certain business sectors and industries have varying requirements when it comes to...
September 17, 2017 •
Comments Off on Call centre technology is a critical business function
According to a recent KPMG analysis, growth and technology are two of the biggest challenges affecting the Chief Financial Officer (CFO) with 70% finding that technology has the biggest impact on their roles. They are expected to research ingenuity and invest...
April 12, 2016 •
Top Stories •
Comments Off on Will we see ‘pop-up’ contact centres in the future?
The way of doing business is changing rapidly and, as a result, customer engagement will have to follow suit. Customer needs are also changing, demanding to be serviced quickly and efficiently through channels of their choice. As traditional organisations...
June 11, 2014 •
Company News •
Comments Off on Don’t compromise Disaster Recovery for your Contact Centre
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...
September 17, 2013 •
Online & Social •
Comments Off on Social media is more important in South Africa – Interactive Intelligence
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...
January 30, 2012 •
Comments Off on Creating a successful contact centre
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...
January 12, 2012 •
Comments Off on 2012: Trends in the contact centre
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 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...
October 13, 2011 •
Comments Off on How to improve customer communication
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...
October 10, 2011 •
Comments Off on Age of Multimedia drives need for reinvention
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...
September 2, 2011 •
Comments Off on Contact centres embrace virtual reality
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...
“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,...
July 25, 2011 •
Comments Off on Contact Centres – Leaving the big room
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...
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...
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...
May 10, 2011 •
Comments Off on Five communication trends for the contact centre industry
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...