Navigating the complex hosted market
The call centre industry is changing at a faster rate than it has for years. The introduction and widespread adoption of cloud computing, improving infrastructure, rising customer support costs against the backdrop of the global recession and the age of the connected...The Web chat makes a comeback
Web chat, a tool before its time in the 90s, is making a comeback, now offering contact centres a useful alternative channel with a broad range of functionality, says Karl Reed, chief marketing and solutions officer at Elingo. When Web chat emerged in the late...Self-service may do businesses a disservice
The effects of the global recession was keenly felt in call centres, with managers and IT under increasing pressure to lower costs, but some of the tactics may be doing more harm than good, says Jed Hewson, director of 1Stream. Staff costs are, of course, the most...The biggest mistakes call centres make
It’s a fact: a call centre can either be the best tool for improving customer relationships, or the thorn in the proverbial side, says Jed Hewson, director of 1Stream. After all, the contact centre is the “shop window” – it’s the first point of call when a customer...Key 2014 contact centre trends
Hosted technology provider 1Stream has released a white paper detailing the key trends affecting the South African contact centre industry, including technology providers in the space. “The market has definitely grown dramatically over the last five years,” says Bruce...