About Chris Haworth

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So far Chris Haworth has created 60 blog entries.

Contact Centre Integration – What and Why

By |July 20th, 2018|

The need for integration in a call centre is not a new concept. The reasons for integration, however, have changed considerably over the last two decades as technology, communication and the relationship between business and customer has evolved.

At the outset, PBX systems in call centres took care of telephony requirements while many other systems

Local cloud tech providers give global businesses best chance of outsourcing success

By |December 8th, 2014|

Partnering with local cloud technology providers makes sense
The call centre has evolved from a ‘transactional’ department into a multi-faceted, social hub of customer service excellence and become a true differentiator for the wise business.
As customer service requirements have shifted and evolved over the years, so has the technology behind the call centre. “But,” says Jed

MANAGEMENT: Gamification in the workplace – Finweek

By |November 13th, 2014|

The recent opinion piece by Bruce Von Maltitz, ‘Gamification: A Manager’s new best friend?’ was featured in Finweek online. Click here to read full story.

Gamification: A manager’s new best friend (Business Brief magazine)

By |October 21st, 2014|

Opinion piece featured in Business Brief, October 2014

Games have been used to motivate and engage people since the dawn of time. They speak to one of our most basic instincts – the desire to play, compete, achieve and be part of a team.

Gamification, or the use of game-like mechanics in a non-game environment, like a

Contact Centres in the Cloud, Jed Hewson quoted

By |October 21st, 2014|

 Jed Hewson was quoted in the October feature on ‘Contact Centres in Cloud’ of Brainstorm magazine:
Quote: For contact centres delivering outsourced services, the opex pricing model and scalability offered by a hosted solution enables them to keep overheads low. This provides a huge advantage over contact centres that have committed to a large capital investment,

1Stream featured in TechSmart Business – Sept issue

By |September 25th, 2014|

Cloud-based solutions and hosted services are changing the way contact centres operate around the world. Whereas several years ago, setting up a contact centre involved a significant investment in premises, phones, PCs and specialised hardware and software, the cloud and hosted service providers now make it possible for new contact centres to set up with

Fin24 features 1Stream: Are you game to improve?

By |September 16th, 2014|

Fin24 reporter Matthew Le Cordeur interviewed 1Stream director, Bruce Von Maltitz on gamification.

Article copy:

Cape Town – Let’s play a game: Pretend your staff always came to work on time; pretend they were satisfied when their salaries were paid, pretend they were working to their potential. Ready? Let’s play.

Gamification is a word many businesses have heard

Gamification in South African contact centres, 1Stream takes lead

By |August 8th, 2014|

Gartner predicts that 40% of Global 1000 organisations will use gamification as their primary mechanism to perform business operations by 2015. It also predicts that 80% of current gamified applications will fail to meet business objectives.

Hosted technology provider 1Stream has released a white paper outlining the potential for gamification technologies in South African contact centres.

1Stream to add support for contact centre gamification

By |July 17th, 2014|

Hosted contact centre provider 1Stream says its clients will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.

“Gamification is about applying elements of game design to everyday work experience to make it more interesting and engaging,” says 1Stream director Bruce von Maltitz. “In the call centre context, it

Contact centres pay 35% for the illusion of control, says 1Stream

By |June 24th, 2014|

Contact centres that opted for hosted technology solutions five years ago have saved 35% compared to those who keep everything in-house, says Jed Hewson of 1Stream.

“The most successful contact centres keep their focus on people, not technology,” says Hewson. “The point of a contact centre should be to enable and support an excellent customer experience,