Wednesday, February 28, 2024
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Contact Centres

Top execs weigh in on challenges faced by African contact centres

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,...

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 contact centre operation,...

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 installed in...

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

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...

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 global service locations...

Interactive Intelligence sets sights on Africa

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 the...

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. The study revealed that...

Tweets in the contact centre?

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. While technically—and hypothetically at this stage—this...
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Latest News

Max it Super-App Gets Upgrade: Orange MEA Partners with Tencent Cloud

Orange Middle East & Africa has partnered with Tencent Cloud to improve its super-app Max it for businesses and...
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