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General Tech

  • Visual IVR — Creating a more engaging customer service environment

    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 to an agent. But thanks to the emergence of visual interactive response technology, this no longer needs to be the case. Whether it is an insurer, a bank, or even a pay TV provider, consumers can easily get lost in the complicated hierarchical menu structure of a traditional interactive voice response (IVR) system. These are often poorly designed and can be incredibly frustrating to customers. Just think of how many times you have to enter...

  • Your Excel spreadsheet skills could net you a Dell laptop from Microsoft

    Do you enjoy spreadsheets, equations, and using Excel for all sorts of needs? You may want to enter the Microsoft Office Excel Champs SA competition to test out all of those =SUM() skills. Microsoft has partnered with LGIT Smart Solutions to create a series of spreadsheets that will require some serious skills to complete. The overall winner of the competition will net themselves a Dell Latitude E7470 laptop, Lumia 1320 smartphone, the grand title of "Excel Grand Master," and other prizes. According to a press release sent to Memeburn, that "due to a flood of requests from people wanting to participate,...

  • Uber launches in two new African cities, now in 400 locations globally

    On-demand transportation service Uber has today launched in two new locations, Abuja, Nigeria, and Mombasa, Kenya. This brings the company's global network to 400 cities in 70 countries. The service had previously launched in Lagos, Nigeria in 2015, but is only now coming to Nigeria's capital city. "We’re really excited to be launching Uber in these two great African cities, providing locals and visitors with a safe, affordable and flexible choice to move around their city," said general manager of Uber SSA, Alon Lits, in a press release. Operations manager for Uber Kenya, Kagure Wamunyu said: "Uber is a new and exciting platform...

  • Uber launches Family Profiles, a seamless way to order rides for children, friends, colleagues

    On-demand transportation service Uber has now launched Family Profiles for easier ride-sharing. This new addition should make ordering an Uber easier for friends, parents, children, and co-workers. In a blog post, Uber says the feature is a result of how consumers use their service on a daily basis, ordering rides for children, parents and friends. This could work well for parents that need to drive their children to and from extra-mural activities. Kids would be able to simply order an Uber, whilst the parents get on with other engagements. Setting up Family Profiles involves two parties, the organiser and the rider. The organiser...

  • Uber launches UberEATS as a standalone app in the US

    It's a logical train of thought: if Uber can deliver people to places, surely it can deliver food to people. And that's what the company also believes after it launched UberEATS, a standalone app that it claims makes ordering food as easy as requesting a ride. The company says that during the beta testing period of UberEATS, it realised that it needed two different apps as requesting rides and food are "two very different experiences." The UberEATS app allows users to order food from a local restaurant. Adopting features from Zomato, users can browse the most popular dishes from each local...

  • Why is fintech failing women globally?

    The majority of the world’s unbanked population are women. The World Bank puts that at over 1.1 billion women globally - a staggering number. Fintech will change the lives of unbanked people, but it is not a panacea: Technology solves one issue, only to reveal others, and unless we are realistic about the problems it will not tackle, we can never safely say what it can achieve. The industry can help promote financial inclusion, particularly for women. But challenges remain on both the industry and client sides. Here are the most significant ways fintech can enable women, and the most...

  • Why IT should be focusing on delivering a great customer experience

    A customer’s perception of an organisation is determined by the journey the customer undertakes, from consideration to requesting and ultimately using a product or a service. This journey defines the customer experience and, as technology advances and users become savvier, they will demand better service, speed and personalisation. This presents a challenge for IT departments. As business becomes more dependent on IT to fulfil objectives, so the structure of IT will either help or hinder the organisation in serving its customers. Organisations are not keeping customers happy Customer experience is not always perceived as positive by the customer, with many...

  • Omnichannel in the call centre: the do’s and don’ts

    With more customers owning smart mobile devices, companies are facing an ever increasing need to communicate and respond to customers using channels, other than a simple voice call. While voice is still the preferred channel, most call centers are also expected to support multimedia communication including email, instant chat, SMS and social media. Multimedia poses many challenges for a call centre, requiring a variety of new skills and strategies, but the principles of agents’ productivity and quality measurements remain the same. Our 2016 annual white paper, features Omnichannel, where all media types are channelled through the same queuing...

  • Airbnb and me: a renter’s perspective

    Listing my Sea Point flat on Airbnb was not a carefully carried out campaign for me. A friend, visiting nearby, led me to obnoxiously gate crash their dinner after a few glasses of liquid courage. I found my neighbour’s anecdotes inspirational, and has hooked on the relaying of her (mis?) adventures. She briefly mentioned having a guest staying from Airbnb. Filled with enthusiasm and Merlot, I took my first step into the game changer that is Airbnb.com. Like most people my first reaction was amazement at the popularity and number of listings -- in my own suburb, right under my nose. I...

  • How CIOs can jump start a cost-effective digitalisation journey

    Doing more with less is a constant challenge to IT organisations. There is continuous downward pressure on IT budgets, while expectations surrounding what can be achieved through transformational IT projects have increased significantly. CIOs are still expected to play a key role in driving the business forward by improving IT applications and infrastructure, efficiency and business processes. As a result, they are under pressure to repeatedly deploy the “next big thing” to stay competitive, while still delivering maximum benefit and optimal value to the business. With digital disruption already taking place today, many CIOs are preparing themselves to be...

  • SONA interpreter, Uber expansion, social media fire: 5 Memeburn articles you loved this week

    Hello there dear reader. Congratulations, you've made it to the end of the week and while you may feel a little frazzled, you're still alive. So why not celebrate by using the little time you have left at work to catch up on some of the most popular articles published over the past week. They're a pretty varied bunch, ranging from social media and marketing tips to news about freshly launched agencies, and Uber's plans for Indian expansion. Check them out: 5. Extinguishing a social media fire: what you need to know When a brand has thousands of followers and likes online, it’s...

  • These data scientists think they can predict who’ll win at the Oscars

    Data or, more specifically, increasingly open and accessible data has completely changed the way we look at the world. Far from being a record of what has happened, it's become an increasingly good indicator of what might happen. Heck, data has been used to predict everything from the Rugby World Cup to US presidential elections and now... the Oscars. At least that's Pricipa, the company that beat the vast majority of SuperBru players during the 2015 Rugby World Cup, is hoping to do. The results? Well, it looks like Leonardo DiCaprio could finally get his...

  • This year, let’s use technology to take back control of our lives

    Many of us approach a new year as an opportunity to improve ourselves or to change some aspect of our lives. A common resolution is achieving work/life balance by being as efficient as possible so that we have more time to focus on the important things in life. We’re fortunate to be living in a time when technology can make this possible. Digital has become so entrenched in our lives that it’s rare for us to be ‘disconnected’ – we wear fitness devices to the gym to monitor our workouts; gadgets on our wrists track our sleeping patterns; our smartphones...

  • 5 ways Uber has used gamification to rise above its competitors

    Uber has taken person-to-person apps to the next level in just a few short months. The company has nearly made yellow cabs obsolete—in cities like New York where cabs were once ubiquitous. Yet Uber isn’t finished yet. The company has been kicking the town car gamification business up to the next level and plans to keep doing so in the near future. Here are just a few examples of how Uber has risen above the competitors lately through gamification. 1. GPS Map Uber’s map app makes it super easy for customers to gauge the wait for their cars. Uber riders can...

  • Should South African loyalty programmes reward social media engagement?

    There are plenty of loyalty programmes in South Africa. Most big retailers have them, as do health and insurance providers, and a growing number of restaurants and food chains. But here's the thing: around a third of South Africans don't actually use loyalty programmes, and those that do often don't use them to their full potential. Those are some of the key findings from the 2016 Truth Loyalty Whitepaper, compiled as a collaboration between Truth, a South African loyalty and CRM consultancy and WhyFive, an online research company. According to the whitepaper, 26% of economically active South Africans are...