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Interactive Intelligence Africa

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,...

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

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...
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Latest News

How Are Smart Contracts Transforming Financial Transactions?

In the dynamic landscape of financial technology, smart contracts emerge as a transformative force. These self-executing contracts, with terms...
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