About Chris Haworth

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So far Chris Haworth has created 60 blog entries.

Customer experience management: Can you trust what post-call surveys are telling you?

By |May 26th, 2014|

Post-call surveys are an essential part of the call centre manager’s toolkit — but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them?

“Based on after-call surveys, many companies are far too complacent about how well they’re serving their customers,” says von Maltitz. “A survey is only as good as

Hewson To Headline Industry Conference

By |April 11th, 2014|

The Multi-Channel Contact Centre Optimisation Conference 2014 will be taking place from 14 -15 May in Sunninghill, Johannesburg where Jed Hewson will be part of a panel unpacking the necessity of optimising the multi-channel environment.
The increasing cost pressures facing companies, and the analysing of business areas has resulted in the interest in contact centres growing.

3 Crucial tools for the next-generation call center

By |April 8th, 2014|

In a world with more demanding customers and rapidly changing technology, call centers need to be more agile and adaptable than ever before. The sudden uptake of the cloud surprised even the most astute analysts last year, with DMG Consulting reporting that cloud-based infrastructure is by far the fastest growing area for the call center

Call centers are getting smarter

By |March 19th, 2014|

There are many companies that long for the days where landlines were still the norm, particularly when it comes to debt collecting. Because landlines were analogue and geographic in nature, which meant that callers had no idea who has ringing and whoever was calling knew or could find the address that landline was attached to,

Do you know what your customers really think about you?

By |March 19th, 2014|

Whether it’s the fault of social media, or a failing to demonstrate true innovation in a rapidly changing market, products are becoming commoditised – goods and their providers are seen as virtually indistinguishable from the next as companies constantly and consistently match or merely marginally improve upon the offers and efforts of their rivals. This

Are enterprise companies the new ice exporters?

By |December 18th, 2013|

by Bruce von Maltitz

It’s hard to believe that ice was once a precious commodity. But in the early 1800s, a man called Frederic Tudor (affectionately known as the “Ice King”) made his fortune shipping thousands of tons of ice across the globe.

Until Tudor entered the scene, ice was little more than an inconvenience in winter.

Navigating the complex hosted market – which provider is right for you?

By |November 28th, 2013|

The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure, rising customer support costs against the backdrop of the global recession and the age of the connected consumer have played in a large part in transforming the industry.

The move into

Business managers must take ownership of call center tech

By |November 28th, 2013|

by Jed Hewson

Last year, Forrester research issued a report stating that the pay-per-use model of cloud computing, in a scenario where application load varies over time, would always be a clear cost winner.  The report was clear on the benefits of the cloud and hosting services, but there was, however, a clear caveat attached –

The Biggest Mistakes Call Centres Make

By |October 22nd, 2013|

by Jed Hewson

It’s a fact: a call centre can either be your best tool for improving customer relationships, or the thorn in your side. After all, your contact centre is your “shop window” – it’s the first point of call when a customer experiences a problem, has a query or would like to purchase a

Is Self-Service doing the call centre a disservice?

By |October 22nd, 2013|

by Jed Hewson

The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good.

Staff costs are, of course, the most significant expenditure in any call centre and in an effort to reduce these