From helpdesk to service desk – the evolution of the contact centre

By |June 14th, 2017|

A company’s helpdesk has a very important role to play in the business. It is the first – and often only – point of contact for answering users’ questions. Today, an increasing focus is being put on customer service, which means that it has become imperative for helpdesks to evolve into something more: they need

Technology trends that will shape the contact centre of the future

By |February 20th, 2017|

2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South Africa and internationally. And while these challenges put the local market under severe pressure, with many businesses being forced to downsize, the contact centre industry has continued to thrive.

According to Jed Hewson and Bruce von Maltitz, Co-founders and

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

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

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,

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

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

Amazon chooses 1Stream’s hosted contact centre solution

By |February 14th, 2012|

Download article from Entrepreneur

In the cloud but not in the dark – Opinion piece by Jed Hewson

By |February 14th, 2012|

The business case for cloud-based call centres is irrefutable – it is almost always better to leave the procurement, configuration, operation, maintenance and updating of a complex technology platform up to the hosting provider. The host, after all, has the economies of scale to offer a fixed, reasonable monthly charge, the vendor relationships to procure the most cutting-edge technology, and the specialist skills to keep it in mint running condition.