A company’s helpdesk has a very important role to play in the business. It is the first – and often only – point of contact…
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There is a growing repository of literature focussed on the challenges that businesses face when dealing with the millennial generation – whether as consumers or…
Cloud technology is no longer the new kid on the block. It has slowly and steadily infiltrated almost all aspects of our lives, from personal…
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…
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…
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…
The lead up to the holiday season can be daunting for those in the retail industry, particularly for call centres and contact centres who bear…
There is endless data that supports claims of how technology is shifting how we interact with each other and with the information we gather, but…
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…
Cloud-based contact centres have massively increased in popularity over the past 8-10 years. Figures suggest that 41% of contact centres have already migrated to the…
