Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But…

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…

Streamlined systems, self-service options, real-time communication and measured results define the contact centre of the future. We all know the theory: consumers are changing the…

(published via Memeburn) Fear-mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement…

Anybody who has ever had to phone a call centre knows the frustration of listening to numerous menu options before eventually being able to speak…

Image source: Epteca With more customers owning smart mobile devices, companies are facing an ever increasing need to communicate and respond to customers using channels,…

Data has become the currency of the digital landscape. Irrespective of industry sector, no company can afford not to manage, analyse, and execute on the…

The South African contact centre industry has evolved to such an extent that it is becoming the focal point for corporate sales, service, and support….

Without doubt, South Africa’s academic institutions are following the global trend toward digitisation – and as such are becoming increasingly sophisticated and streamlined in their…