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

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

Is your contact centre a brand building or grudge centre?

By |May 12th, 2016|

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 contact centres have taken full advantage of this?

If businesses are willing to embrace the ubiquitous technology solutions available, the once-dreaded

The Star newspaper: Good customer service is key to your brand

By |April 30th, 2015|

1Stream’s MD, Bruce Von Maltitz, was featured in The Star newspaper on 8 April, 2015.

Key takeaway: “The secret to successful, consistent customer service is the ability to manage, measure and maintain good standards. Gaining this level of visibility requires a robust system and well-thought-out and managed processes and reporting mechanisms.”  Link to full copy of

Is your call centre a take-away joint or a fine-dining experience?

By |April 14th, 2015|

By Bruce von Maltitz, Director, 1Stream
Have you ever thought about what kind of person your business would be if it was human? Or what kind of car? Are you an entry-level Honda, a reliable Toyota, or flashy Jaguar? And what about restaurants? Are you a drive-through take away that focuses on efficiency and takes a

Is your call centre doing justice to your brand?

By |March 16th, 2015|

As we move further into the world of e-commerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by your sales team, but by brand touchpoints like your website, e-commerce platform, and of course, your customer care centre.

You can build the perfect website with word-class payment facilities, but there will