F5.5G Leap-forward Development of Broadband in Africa The Africa Broadband Forum 2024 (BBAF 2024) was successfully held in Cape Town, South Africa recently, under…
5 reasons to outsource your cloud-based call centre technology
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….
Why chatbots won’t replace humans
Fear-mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook…
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…
4 steps to manage peak periods in academic call centres
Without doubt, South Africa’s academic institutions are following the global trend toward digitisation – and as such are becoming increasingly sophisticated and streamlined in…
Why education needs technology-led transformation in the contact centre
As with most other industries, education and academia is fast being transformed by the rapid shift to online mechanisms of consumption and delivery. The…
Social media customer care – a job for marketing or the call centre?
While most businesses today are employing some sort of social media strategy, many are still very slow to respond to customer support issues and…
Should you integrate your social media capabilities with the call centre?
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many…
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