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

Are you managing the people or the tech?

By |June 10th, 2016|

Image source: Avanade.com

Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are about the people first, and the technology is simply the enabler that helps provide the best customer experience, says Jed Hewson, contact centre technology pioneer in South Africa and co-founder of

Social media customer care – a job for marketing or the call centre?

By |August 24th, 2015|

By Bruce von Maltitz, co-founder

While most businesses today are employing some sort of social media strategy, many are still very slow to respond to customer support issues and complaints that come in through this channel. This might be due to poor monitoring of social media conversations, or it could be due to a lack of clarity

Social media capabilities and the call centre…should you integrate?

By |June 4th, 2015|

By Bruce von Maltitz, Director, 1Stream
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a community or social media manager who sits in the marketing department. This