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.
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
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
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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
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 that to manage specialist technology, we need specialist resources, for a number of reasons. With managed services such as cloud-based
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 indicate that the coming months will be crucial for growth. This is according to the new annual 1Stream White Paper
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
By Jed Hewson, Director
Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks. After all, a robot doesn’t make mistakes, it can’t get tired and slack off, it won’t lack motivation, and it doesn’t hurt that it can’t lie or steal or
Contact centres that opted for hosted technology solutions five years ago have saved 35% compared to those who keep everything in-house, says Jed Hewson of 1Stream.
“The most successful contact centres keep their focus on people, not technology,” says Hewson. “The point of a contact centre should be to enable and support an excellent customer experience,