About Chris Haworth

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So far Chris Haworth has created 59 blog entries.

Your call center tech is only as good as its implementation

By |August 12th, 2013|

by Bruce von Maltitz, 1Stream

Nigel Clarke, an IT manager from the UK, made a few headlines earlier this year when he drew up a comprehensive call center menu map – a project called “Please Press 1”. He uploaded this service so that anyone attempting to navigate a call center menu, and the many options they

Preparing for end of life in your call center

By |August 12th, 2013|

by Jed Hewson, 1Stream

Gartner has said that by the end of 2013, 75% of global call centers will be making use of the hosted call center model – which leaves 25% of call centers likely relying on premise-based solutions that use their private branch exchange (PBX) to perform basic call center capabilities, along with several

What the Kings of Cloud have in Common

By |June 24th, 2013|

by Jed Hewson, director 1Stream

If you were to ask a roomful of IT professionals what the cloud is, and whether businesses should move some (or all) of their processes to the cloud – you are likely to get a diverse range of answers. For me, cloud computing is simply using files, applications or services over

Preparing for POPI in call centers

By |June 24th, 2013|

The Protection of Personal Information Bill (POPI) is expected to be passed before the end of the year, and many South African businesses are scrambling to get their houses in order and ensure that their operations are compliant with the provisions of this bill – particularly with regards to their call center operations.

According to the

“Multi-site and remote agents” top reason for moving call centres to the cloud

By |May 28th, 2013|

Frost & Sullivan’s most recent end-user research detailing the factors that motivate the adoption of a hosted solution has shown that 61% of companies have moved to the model because of the ease of provisioning and the ability to manage multi-site and remote agents.

According to Gartner Research, 1 out of every 10 international call centres

Hosting has become the norm, not the exception – but is it working for you?

By |May 28th, 2013|

Gartner has said that there will be a 17% compound growth over the next 5 years for contact center adoption of hosted call center solutions, and they expect that by the end of this year, 75% of global call centers will be leveraging hosted call center solutions. The same report reveals that the Enterprise Software

Flightsite uses hosted model to manage ground-breaking travel contact centre

By |May 28th, 2013|

FlightSite, a subsidiary of Club Travel, has been in operation since 2008 and is South Africa’s first online travel agency. FlightSite has recently launched its FlightSite Agent platform, which allows anyone to become a travel agent by gaining access to a platform that facilitates the ticketing of airline tickets at NET fares. The website and call

The true cost of freeware

By |April 11th, 2013|

by Bruce von Maltitz

Smaller or new call centres are often lured by the promise of free call centre software that can be downloaded and cobbled together by an “IT professional”, thus reducing their initial capex investment. Usually, this works for a short time. But there is no such thing as a one-size fits all free

Is your IT department feeling the strain?

By |April 11th, 2013|

by Jed Hewson

When I ask call centre managers how they go about choosing the technology that supports their business, the answers are invariably the same. They are approached by vendors who sell solutions, or perhaps they turn to analysts’ opinion. And sometimes, they rely on their internal IT departments to make the final call.

When you

Quote from article by Bruce von Maltitz

By |February 14th, 2013|

“South Africa is not yet synonymous with offshoring, the way that countries such as India or the Phillippines are, but that is definitely going to change. Cost is becoming a deterrent. It has become cheaper to rent space in downtown New York than in Mumbai’s commercial space, and companies are feeling the pinch and starting