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…
Everyone is on WhatsApp, so why isn’t your contact centre?
When was the last time you sent an SMS in your personal capacity? Chances are that it’s been a while. Now, think about how…
Tech won’t kill the contact centre, it’ll make it more powerful
Over the past few years, there have been increasingly dire predictions that automation and technology will be the major job killer of our generation….
Rethinking the relevance of Big Data in the age of social media
In the customer service environment, businesses have access to a wealth of operational and systems data in the contact centre. With the correct measurement…
The ‘end’ of the shopkeeper (and other retail trends coming soon)
Self-service retail is swooping across the globe; from online shopping to self-checkout, there’s a growing trend in retail environments that focuses on driving efficient…
Embracing video in sales and marketing
As sales specialist Chris Murray puts it: “The salesperson you’d ideally like to be and the salesperson you’d like to encounter as a customer…
Those ‘fickle, unreliable, killer’ millennials are actually your customers
As businesses struggle with a number of challenges from a faltering economy to rising costs, analysts scan what’s happening in the market for reasons…
The future of security is tech but companies, consumers should remain cautious
International financial consortium SWIFT (the Society of Worldwide Interbank Financial Telecommunications) warned its customers this week that “malicious insiders or external attackers” had exploited…
Engaging with the quitting generation — retaining Millennials in the workplace
Twenty-somethings are notoriously hard to retain as employees. They can become disengaged and disaffected, waiting for their next performance bonus so that they can…
Could your voice be key to the future of security tech?
“I’ve finally learned to love my voice for its uniqueness.” – Juliana Hatfield, US musician. Musicians and actors will often talk about the great…
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