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

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

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.

Hosted contact centres boost Cape Town’s profile as an offshoring destination

By |July 7th, 2011|

Hosted contact centre solutions are helping to boost Cape Town’s prominence as a BPO offshoring destination for UK firms, says Jed Hewson, director of hosting provider 1Stream.

“Cape Town is already well established as a BPO destination for the Euro zone and the UK,” says Hewson. “Companies like Talk Talk, Budget, Teleperformance and Lufthansa all have

Hosted Contact Centre Solutions

By |June 1st, 2011|

Click on the pdf icon to download the whitepaper on Hosted Contact Center Solutions by Donna Fluss, President and Founder of DMG Consulting.