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

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

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

3 cloud security considerations for every call centre

By |July 19th, 2016|

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 are a few key considerations that should inform a business owner’s decision around what solutions and systems to implement in

Visual IVR – Creating a more engaging customer service environment

By |April 22nd, 2016|

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 interactive response technology, this no longer needs to be the case, says Bruce Von Maltitz, co-founder at 1Stream.

“Whether it is

Four steps to manage peak periods in academic call centres

By |November 22nd, 2015|

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 institutions are failing to ensure that their interaction and customer service experience with students matches the sophistication of the education

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