Adopting a multi-channel contact centre strategy is key for MNOs to improve CX and boost competitiveness

By Industry Contributor 14 April 2022

By Sizo Nkosi, Partnerships Manager for MNOs at Infobip FULL STORY >


Shifting Analytical Gear in the Contact Centre

By Industry Contributor 20 January 2022

Henriette Potgieter from Callbi Speech Analytics explains how mind shift changes can fundamentally transform the value that the contact centre gets out of its investment into speech analytics solutions FULL STORY >


Industry Insight - Moving from channels to seamless engagement for better CX

By Industry Contributor 18 November 2021

The global COVID-19 pandemic has altered the way the world lives and works, and has forever changed the way customers and employees view communication and engagement. Adriaan van Staden from SelectONE CX explains. FULL STORY >


Industry Insight - Compliance and Complexity: Data Privacy in the Contact Centre

By Staff Writer 14 September 2021

Contact centres need to build POPIA into their core foundation in order to remain secure, compliant and ensure longevity. Francois du Plessis, CEO of Callbi Speech Analytics explains. FULL STORY >


Putting the robots on hold at contact centres

By Press Release 6 January 2017

Efficiency can be designed, built and enhanced; it’s the goal of any IT department to optimise efficiency and boost productivity, and, increasingly, customers have come to expect that, too, notes Wynand Smit, CEO of INOVO. FULL STORY >


Manage contact centre pressure with gamification

By Press Release 18 November 2016

Contact centres need all the help they can get during the busy peak season, and gamification could be the answer, says Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream. FULL STORY >


SA contact centres poised for growth

By Staff Writer 23 September 2015

South Africa’s contact centre industry is poised for growth, thanks to increasingly demanding customers and new opportunities for Business Process Outsourcing providers, say local contact centre experts FULL STORY >


Customer experience starts with staff experience

By Staff Writer 23 June 2015

Companies seeking to improve customer experience to boost business may be overlooking a critical component in the mix: staff. FULL STORY >


Contact centres: cog in the machine or customer experience hub?

By Staff Writer 26 May 2015

As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. FULL STORY >

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