Making contact centre reporting simpler and easier

By |January 29th, 2018|

1Stream’s cloud contact centre technology is built around a universal queue and provides multimedia functionality in the form of email, chat, telephone and social media.

Agents work in a blended environment that enables them to receive and respond to customers in the media of their choice.

By using a single agent desktop application you improve efficiency and

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

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

Customer Experience Management means nothing without measurement

By |August 23rd, 2016|

Customer experience management is not a trend. It also is not something that only affects those in customer service or in a call centre. Customer experience management is a very real and very valuable consideration for every business, and one that can affect the bottom line. But, according to our co-founder, Jed Hewson, you can’t

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

5 reasons to outsource your cloud call centre tech

By |June 30th, 2016|

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

Customer experience management: Can you trust what post-call surveys are telling you?

By |May 26th, 2014|

Post-call surveys are an essential part of the call centre manager’s toolkit — but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them?

“Based on after-call surveys, many companies are far too complacent about how well they’re serving their customers,” says von Maltitz. “A survey is only as good as