Quick calls to better businesses

By |November 29th, 2017|

The tools that enable a rapid response to customers are the key to improved sales.

Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in this process.

Rapid engagement, efficient workflow and customer retention should be the goals of every

Five steps to contact centre integration success

By |November 6th, 2017|

Investment into contact centre integration doesn’t have to be expensive or complex. Not anymore.

For the business that wants to expand its footprint and engage its customers, investment into a contact centre can singlehandedly tick the box of strategic technology investment while expanding customer engagement and sales.

Every organisation wants to grow. Most are staring down the

The customer service journey of the (not so distant) future

By |July 27th, 2017|

In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far off are we from using such technology for customer service?

We are in fact already using artificial intelligence

Where do humans fit in a world of digital personal assistants?

By |June 28th, 2017|

The fourth industrial revolution is reshaping businesses and the global economy. While previous industrial revolutions moved at a linear pace, the fourth is leveraging digital developments and disrupting all businesses, in all industries, at an exponential rate. The lines between physical and digital are being blurred as technological innovation brings a level of automation previously

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,