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

The contact centre generation gap

By |April 26th, 2017|

There is a growing repository of literature focussed on the challenges that businesses face when dealing with the millennial generation – whether as consumers or employees. While adapting to the changing demands and trends that come with each new generation is nothing new – businesses have already had to shift expectations and strategies to accommodate

The cloud is broadening its horizons

By |March 29th, 2017|

Cloud technology is no longer the new kid on the block. It has slowly and steadily infiltrated almost all aspects of our lives, from personal device storage to large-scale enterprise management systems, bringing with it convenience, but more importantly for businesses, cost savings and agility.

Life – and work – in the cloud

The cloud has given

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

Training is the key to continued success in contact centres

By |January 23rd, 2017|

As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to provide a positive customer experience, the role of training cannot be overlooked.

Manage contact centre pressure with gamification

By |December 14th, 2016|

Contact centres need all the help they can get during the busy peak season, and gamification could be the answer, says Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream.

Business contact centres are often the first port of call for consumers with queries or complaints, and are typically high-pressure work environments. Call volumes

6 tips to keep productivity and quality high in call centres this festive

By |November 15th, 2016|

The lead up to the holiday season can be daunting for those in the retail industry, particularly for call centres and contact centres who bear the brunt of the increased workload, and often heightened tempers. While managing this period might seem overwhelming to the staff and managers involved, there are some key things to bear in

Tech savvy contact centres are a must-have for higher learning institutions

By |October 18th, 2016|

There is endless data that supports claims of how technology is shifting how we interact with each other and with the information we gather, but even more telling than the numbers, is the change in terminology from a call centre to a contact centre. It’s not just about a sea of agents fielding incoming calls anymore. Instead, contact

Customer experience and ratings – why it should be a two-way street

By |September 19th, 2016|

Customer experience management has traditionally been about customers being able to rate a business based on their interaction, or a business gathering information to better understand what a customer is thinking to provide a better service. But there is an element that has thus far been neglected in contact centres – rating the customer.

Good communication

Why your contact centre competitors have moved to cloud technology

By |September 7th, 2016|

Cloud-based contact centres have massively increased in popularity over the past 8-10 years. Figures suggest that 41% of contact centres have already migrated to the Cloud or are in the process of doing so, and another 36% are learning more about it. Cloud-based contact centres provide your business with a number of significant benefits, including