How 1Stream’s cloud technology helps businesses grow

5 reasons to outsource your cloud call centre tech

Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear

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 0

Are you managing the people or the tech?

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

Read More

 0

Is your contact centre a brand building or grudge centre?

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

Read More

 0

Why chatbots won’t replace humans

(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

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 0

Visual IVR – Creating a more engaging customer service environment

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

Read More

 0

Omni-Channel: do’s and don’ts

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

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 0

Contact centre data analytics for business benefit

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

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 0

Whitepaper: Embracing technology change in contact centres

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

Read More

 0

Four steps to manage peak periods in academic call centres

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

Read More

 0

Cloud Contact Centre Provider 1Stream Releases Platform 2.5

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

Read More

 0

5 reasons to outsource your cloud call centre tech

Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear

Read More

 0

Are you managing the people or the tech?

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

Read More

 0

Is your contact centre a brand building or grudge centre?

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

Read More

 0

Why chatbots won’t replace humans

(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

Read More

 0

Visual IVR – Creating a more engaging customer service environment

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

Read More

 0

Omni-Channel: do’s and don’ts

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

Read More

 0

Contact centre data analytics for business benefit

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

Read More

 0

Four steps to manage peak periods in academic call centres

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

Read More

 0

Cloud Contact Centre Provider 1Stream Releases Platform 2.5

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

Read More

 0

Why education needs technology-led transformation in the contact centre

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

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 0

3 cloud security considerations for every call centre

Image source: iStock

With any IT infrastructure within a contact centre comes risk. And while this risk should not paralyse operations, it should be investigated carefully and practically to find the safest and most appropriate solution. 

There

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 0

5 reasons to outsource your cloud call centre tech

Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear

Read More

 0

Are you managing the people or the tech?

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

Read More

 0

Is your contact centre a brand building or grudge centre?

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

Read More

 0

Why chatbots won’t replace humans

(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

Read More

 0

Visual IVR – Creating a more engaging customer service environment

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

Read More

 0

Omni-Channel: do’s and don’ts

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

Read More

 0

Contact centre data analytics for business benefit

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

Read More

 0

Whitepaper: Embracing technology change in contact centres

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

Read More

 0

Four steps to manage peak periods in academic call centres

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

Read More

 0

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