Post-call surveys are an essential part of the call centre manager’s toolkit — but, asks Bruce von Maltitz of 1Stream, can companies trust what the…

The Multi-Channel Contact Centre Optimisation Conference 2014 will be taking place from 14 -15 May in Sunninghill, Johannesburg where Jed Hewson will be part of…

In a world with more demanding customers and rapidly changing technology, call centers need to be more agile and adaptable than ever before. The sudden…

There are many companies that long for the days where landlines were still the norm, particularly when it comes to debt collecting. Because landlines were…

Whether it’s the fault of social media, or a failing to demonstrate true innovation in a rapidly changing market, products are becoming commoditised – goods…

by Bruce von Maltitz It’s hard to believe that ice was once a precious commodity. But in the early 1800s, a man called Frederic Tudor…

The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure,…

by Jed Hewson Last year, Forrester research issued a report stating that the pay-per-use model of cloud computing, in a scenario where application load varies…

by Jed Hewson It’s a fact: a call centre can either be your best tool for improving customer relationships, or the thorn in your side….

by Jed Hewson The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs,…