Procuring a next generation contact centre
Contact centres and finding the right solution is all about the detail. Every contact centre is different, the complexity and sophistication of the solution needed is entirely dictated by the specific business needs and vertical sector that you operate in; there...Social media as a contact centre
Could social media in its mainstream form become the go-to technology for customer service? The Gartner Group certainly thinks so. In a research paper published in April, Social Media for CRM Will Force a Shift From Contact Centres to Customer Engagement Centres, VP...Video-based customer service
Video-based customer service is a key growth area. Think about the new Google+ platform – how it is designed to allow us to use easy, Google+ spontaneous video chat to strike up conversations with others, says Peter Flanagan, Genesys regional director: Southern &...Multi-channel call centres boost collections
South Africa has a mobile penetration of roughly 118% – which means that 50-million people are wielding close to 59-million cell phones. And despite the implementation of RICA, mobile churn (where users buy and discard SIM cards) is still increasing, says Jed...Voice: it’s starting to look different
Voice calls will remain a critical part of contact centre interactions for years to come, but the nature and handling of these calls is changing, says Karl Reed, chief marketing and solutions officer at Elingo. While voice calls were the foundation of the contact...