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So far Admin has created 40 blog entries.

Are you managing the people or the tech?

By |June 10th, 2016|

Image source: Avanade.com

Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are about the people first, and the technology is simply the enabler that helps provide the best customer experience, says Jed Hewson, contact centre technology pioneer in South Africa and co-founder of

Is your contact centre a brand building or grudge centre?

By |May 12th, 2016|

Streamlined systems, self-service options, real-time communication and measured results define the contact centre of the future.

We all know the theory: consumers are changing the way they interact with each other and businesses. But how many contact centres have taken full advantage of this?

If businesses are willing to embrace the ubiquitous technology solutions available, the once-dreaded

Why chatbots won’t replace humans

By |April 25th, 2016|

(published via Memeburn)

Fear-mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries.

The concern, of course, is that the development and inclusion of intelligent tech will replace humans in

Visual IVR – Creating a more engaging customer service environment

By |April 22nd, 2016|

Anybody who has ever had to phone a call centre knows the frustration of listening to numerous menu options before eventually being able to speak to an agent. But thanks to the emergence of visual interactive response technology, this no longer needs to be the case, says Bruce Von Maltitz, co-founder at 1Stream.

“Whether it is

Omni-Channel: do’s and don’ts

By |March 30th, 2016|

Image source: Epteca

With more customers owning smart mobile devices, companies are facing an ever increasing need to communicate and respond to customers using channels, other than a simple voice call. While voice is still the preferred channel, most call centers are also expected to support multimedia communication including email, instant chat, SMS and social media.

Contact centre data analytics for business benefit

By |February 25th, 2016|

Data has become the currency of the digital landscape. Irrespective of industry sector, no company can afford not to manage, analyse, and execute on the information it has at its disposal. Our 2016 annual white paper features Data Analysis as a key trend. This article looks at the impact data analytics has on the contact centre

Whitepaper: Embracing technology change in contact centres

By |January 29th, 2016|

The South African contact centre industry has evolved to such an extent that it is becoming the focal point for corporate sales, service, and support. Factors like cloud computing, data analysis, and outsourced managed services indicate that the coming months will be crucial for growth. This is according to the new annual 1Stream White Paper

Four steps to manage peak periods in academic call centres

By |November 22nd, 2015|

Without doubt, South Africa’s academic institutions are following the global trend toward digitisation – and as such are becoming increasingly sophisticated and streamlined in their offering. In making the shift to online, however, many local institutions are failing to ensure that their interaction and customer service experience with students matches the sophistication of the education

Cloud Contact Centre Provider 1Stream Releases Platform 2.5

By |October 22nd, 2015|

1Stream, a leading provider of cloud contact centre technology and services, has released an updated version of its platform. Platform 2.5 is essentially a response to the fast-changing contact centre environment, which is being shaped by the mobile-first trend and increasing use of multimedia in our everyday lives.
“Today’s contact centre has to be properly equipped

Why education needs technology-led transformation in the contact centre

By |September 14th, 2015|

As with most other industries, education and academia is fast being transformed by the rapid shift to online mechanisms of consumption and delivery. The ways in which educational institutions manage their communications and service delivery are in flux, as students/consumers begin to demand real-time interaction, instant feedback and online services, says Bruce Von Maltitz, managing