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General Tech

  • Is your contact centre a brand building or grudge centre?

    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 way they interact with each other and businesses. But how many contact centres have taken full advantage of this? If businesses are willing to embrace the ubiquitous technology solutions available, the once-dreaded call centre (typically synonymous with long queues, bad hold music and a rising temper) can be turned into a positive, brand-building, revenue generating department, aligned with business goals and strategies. There are a number of trends that have emerged that can support the transformation of...

  • The power of document filters inside enterprise search

    Imagine if the South African Police Service performed a simple enterprise search, looking for material related to a burglary case. The search returns a connection between this active case and an archived case. Case documents and a quick scan of recent internet sales postings confirmed a link between the two burglaries, which helped identify a key suspect. With a bit more investigative work, family heirlooms are returned to their rightful owners. Just the facts, ma'am Let’s take a moment to stop and think about how old-fashioned police work can be supplemented with the latest technology to help investigators collect information to...

  • 4 new workplace technology ideas to uplift your team’s efficiency

    Most all business owners would likely agree that business efficiency can be traced back to a firm’s ability to successfully execute a given strategy in a productive manner that produces satisfactory results for the organization. Business success is defined by an organization’s ability to be both efficient and productive, both of which are a result of engaged employees that are capable of executing on specific goals that have been strategically aligned with the firm’s objectives. Since we know that execution is the key to success, then, do we know what steps can be taken in order to increase your...

  • 3 things you should look at when hiring big data team members

    You can’t rely entirely on a predetermined set of criteria when hiring members of your data team. That’s what makes it so difficult. On the other hand, you have a much wider group of potential candidates. The options are limitless. Of course, that in and of itself represents a challenge. So how can managers find the right people for their data teams when potential candidates can rise from anywhere? The Diversity Dilemma On our data team, we have data management industry veterans of all levels. Our team consists of highly experienced business and data management consultants, as well as early frontier data management...

  • 5 steps to creating the customer data platform your business needs

    For most companies, storing, accessing, and using customer data is a massive headache. Duplication of efforts is almost inevitable, and people rarely feel confident that their data is accurate. Even worse, when one department creates a new source for customer data, other departments often aren’t aware or may be unable to rely on it because it lacks critical data. To combat these challenges, many companies are turning to a customer data platform. A customer data platform is a single repository that houses information about customer identity, behavior, purchase history, and more. Just storing logfiles of this data has limited utility,...

  • 10 great pieces of business intelligence software

    Business intelligence is based on understanding, visualizing and acting based on the data that you already have in your possession. So a good BI software should be able to provide you with the most relevant insights in the simplest and quickest way possible. The most relevant factor in choosing the right BI tool is your organization. You need to take into consideration your company, the number of employees, departments and teams. The best way to determine the quality of the BI software is still customer satisfaction and scale of the product which is based on market share, vendor...

  • 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...