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…
Call centre management: are you managing the people or the tech?
It’s easy for businesses to get sucked into the technology available and the features it offers, forgetting that managing the people who are using…
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…
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…
Why ecommerce companies need to reassess the ‘traditional’ call centre
For both new and established e-commerce merchants worldwide, customer experience and customer care have become key to survival. While online stores can beat out…
Don’t be blinded by the buzzwords… why choosing the right cloud provider requires a critical approach
Earlier this year, Goldman Sachs released a study which projected that spending on cloud computing infrastructure and platforms will grow at a 30% compound…
Even if your business is online only, you need to make your call centre a priority
As we move further into the world of ecommerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by…
Are machines really the call-centres of the future?
Artificial Intelligence is not yet a reality. But very smart computers are. They’re poised to take over all sorts of routine, repetitive tasks. After…
Local cloud solutions are definitely the best option for global call centres
The call centre has evolved from a ‘transactional’ department into a multi-faceted, social hub of customer service excellence and become a true differentiator for…
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