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Social media customer care – a job for marketing or the call centre?

By |August 24th, 2015|

By Bruce von Maltitz, co-founder

While most businesses today are employing some sort of social media strategy, many are still very slow to respond to customer support issues and complaints that come in through this channel. This might be due to poor monitoring of social media conversations, or it could be due to a lack of clarity

Why e-commerce companies need to reassess the ‘traditional’ call centre

By |July 14th, 2015|

By Jed Hewson, co-founder

For both new and established e-commerce merchants worldwide, customer experience and customer care have become key to survival. While online stores can beat out their brick and mortar competitors on price, gaining a competitive edge over other online merchants has become about excellence in customer experience. And nowhere is customer experience more important

Social media capabilities and the call centre…should you integrate?

By |June 4th, 2015|

By Bruce von Maltitz, Director, 1Stream
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a community or social media manager who sits in the marketing department. This

Don’t be blinded by the buzzwords… why choosing the right cloud provider requires a critical approach

By |May 20th, 2015|

Earlier this year, Goldman Sachs released a study which projected that spending on cloud computing infrastructure and platforms will grow at a 30% compound annual growth rate from 2013 through 2018, compared with 5% growth for the overall enterprise IT market. This is a staggering number, and reflects the growing importance of cloud computing in the

The Star newspaper: Good customer service is key to your brand

By |April 30th, 2015|

1Stream’s MD, Bruce Von Maltitz, was featured in The Star newspaper on 8 April, 2015.

Key takeaway: “The secret to successful, consistent customer service is the ability to manage, measure and maintain good standards. Gaining this level of visibility requires a robust system and well-thought-out and managed processes and reporting mechanisms.”  Link to full copy of

Is your call centre a take-away joint or a fine-dining experience?

By |April 14th, 2015|

By Bruce von Maltitz, Director, 1Stream
Have you ever thought about what kind of person your business would be if it was human? Or what kind of car? Are you an entry-level Honda, a reliable Toyota, or flashy Jaguar? And what about restaurants? Are you a drive-through take away that focuses on efficiency and takes a

Is your call centre doing justice to your brand?

By |March 16th, 2015|

As we move further into the world of e-commerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by your sales team, but by brand touchpoints like your website, e-commerce platform, and of course, your customer care centre.

You can build the perfect website with word-class payment facilities, but there will

SA contact centres are catching up, but must educate themselves before moving to the cloud

By |March 3rd, 2015|

Nebula whitepaper outlines cloud solutions and considerations for SA contact centres

“South African contact centres are finally starting to understand the benefits of cloud technology. Now they need to educate themselves so that they are able to understand the functionality available, negotiate pricing and become aware of important considerations,” says Bruce von Maltitz, Director at 1Stream,

Are machines the contact centre agents of the future?

By |February 25th, 2015|

By Jed Hewson, Director

Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks. After all, a robot doesn’t make mistakes, it can’t get tired and slack off, it won’t lack motivation, and it doesn’t hurt that it can’t lie or steal or

Why small contact centres need cloud

By |January 21st, 2015|

Cloud technology holds just as much, if not more, power for small businesses and their call centres as it does for large ones, says Jed Hewson, Director at cloud contact centre technology provider, 1Stream.

“A lot of people think that cloud technology is best suited to large contact centre operations but it’s just as powerful for