Mobile transactions see R1bn in six months
Mobile transaction enabler wiGroup has facilitated in-store phone transactions worth over R1bn in 2013 – a 500% increase over 2012 – as major retailers, including Shoprite Checkers and Pick n Pay have come on line with applications like EeziCoupon and MTN Mobile...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...Best practices boost BYOD security
As consumerisation continues to transform IT, organisations are moving quickly to design strategies to allow and embrace bring your own device (BYOD), says Michael Church, enterprise manager, Citrix South Africa. Empowered to choose the best device to get their work...Open source vendors are not too small
While many companies see open source as a way of increasing IT efficiencies and greatly reducing costs, there is a pattern that is seeing them withdraw once they notice that big-name vendors are generally not involved in open source delivery. This is according to...Quality measurement in the contact centre
Call volumes and talk time are the last metrics a contact centre should look at, when assessing quality of service, says Karl Reed, chief marketing and solutions Officer at Elingo. A decade ago, the measures of an effective contact centre included the number of calls...