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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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,…
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…
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,…
