AI call centre sprawl is quietly draining money and patience from South African contact centres. Many teams are running multiple pilots, extra tools and overlapping…
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What Does AI Voice Actually Do in a South African Contact Centre? The contact centre has become the most expensive place to answer a simple…
South African customers do not think in channels. They move between WhatsApp, phone, email, and web chat based on what is convenient at that moment,…
Turning Every Call Into a Smarter Conversation South African contact centres are under pressure. Call volumes tend to spike around billing cycles, load-shedding disruptions, payday…
For years, the South African contact centre industry has been building the foundations of digital customer service. While the traditional automated systems that aided them…
2026 is an exciting year for CX. Never before have we seen technology develop at such a rapid pace, offering real and meaningful benefits to…
Black Friday is firmly established as one of retail’s biggest events – and a major CX test. For businesses, getting it right is key to…
WhatsApp can’t be seen as just a trend for South African organisations. With estimates ranging up to 29 million likely WhatsApp users in SA, it’s…
Research confirms that 86% of customers are willing to pay more for better service. But what does ‘better’ really mean, and why does better matter,…
The world of customer experience (CX) is going through a big transformation driven by the remarkable advancements in Artificial Intelligence. For businesses the excitement is…
