You can’t predict a crisis, but you can plan for one
While it might be impossible to predict a crisis like COVID-19, making use of workforce management (WFM) tools in the contact centre...
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Articles
Loyalty programmes – is your business ready?
The popularity of loyalty programmes among global consumers has grown steadily over the last decade, with 2020 statistics showing that 72% of...
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Analytics alone won’t improve your customer experience – introducing The Cortex
As digitalisation continues to shape the way we live and work, data is one of the most valuable assets to businesses and...
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Merchants re-claims Level 2 B-BBEE rating
Merchants is proud to announce the achievement of an impressive B-BBEE Level 2 status, a milestone that places Merchants people, clients and...
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30 January 2020
In Articles
Can contact centres help retailers in a bad economy?
With the depressed economy in South Africa affecting business across most industries and sectors – retailers in particular – Merchants SA believes...
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22 November 2019
In Articles
Top Employer 2020 – #TECD 20
If your business is serving customers, you’re in the business of people. To keep your foothold in any market, that means that...
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30 October 2019
In Articles
Using The Right Technology To Serve People Not The Other Way Around
From streamlining customer experiences to reducing resolution times, automation is helping agents work more efficiently, while driving improved productivity levels. Rather than...
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23 October 2019
In Articles
Are contact centres soft targets for stealing your personal data?
Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value...
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4 September 2019
In Articles
How Tech improves the airline customers’ experience?
Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer...
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16 July 2019
In Articles
Human interaction provides real moments of truth in the customer experience journey
In the age where technology has empowered customers with so much information and choice, they have become more demanding in their expectations...
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