The contact centre generation gap

By |April 26th, 2017|

There is a growing repository of literature focussed on the challenges that businesses face when dealing with the millennial generation – whether as consumers or employees. While adapting to the changing demands and trends that come with each new generation is nothing new – businesses have already had to shift expectations and strategies to accommodate

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

Training is the key to continued success in contact centres

By |January 23rd, 2017|

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.

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

Cloud Contact Centre Provider 1Stream Releases Platform 2.5

By |October 22nd, 2015|

1Stream, a leading provider of cloud contact centre technology and services, has released an updated version of its platform. Platform 2.5 is essentially a response to the fast-changing contact centre environment, which is being shaped by the mobile-first trend and increasing use of multimedia in our everyday lives.
“Today’s contact centre has to be properly equipped

1Stream to add support for contact centre gamification

By |July 17th, 2014|

Hosted contact centre provider 1Stream says its clients will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.

“Gamification is about applying elements of game design to everyday work experience to make it more interesting and engaging,” says 1Stream director Bruce von Maltitz. “In the call centre context, it