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

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

Gamification in South African contact centres, 1Stream takes lead

By |August 8th, 2014|

Gartner predicts that 40% of Global 1000 organisations will use gamification as their primary mechanism to perform business operations by 2015. It also predicts that 80% of current gamified applications will fail to meet business objectives.

Hosted technology provider 1Stream has released a white paper outlining the potential for gamification technologies in South African contact centres.