South Africa slow to tap the benefits of home working

By |September 23rd, 2011|

Enabling call centre employees to work from home can raise productivity and lower costs – yet South African companies have been slow to embrace the opportunity, says Bruce von Maltitz of 1Stream.

“Most call centres experience peak traffic for a couple of hours a day,” explains Von Maltitz. “If you staff to meet the peaks, you

Customer Effort – Harvard Business Review

By |September 13th, 2011|

Click on the PDF icon to download the Harvard Business Review report on Customer Effort.

Hosted technology can improve capacity and quality while lowering costs

By |September 9th, 2011|

Hosted or “software as a service” technology is an ideal solution for contact centres who need to cut costs without limiting their capacity or compromising quality, says Jed Hewson of hosted solution provider 1Stream.

“When recession looms everyone looks for ways to cut costs – and the IT press is full of vendors arguing why their