Merchants SA Recognised as a Certified Top Employer 2019
Merchants SA has been officially recognised by the Top Employers Institute as a Top Employer 2019 for excellence in employee conditions. Organisations...
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Articles
26 September 2018
In Articles
Top 5 contact centre trends in 2018 and beyond
Thanks to new digital capabilities, better analytics and the cloud, 2018 continues on its trajectory to place the customer experience (CX) at...
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26 September 2018
In Articles
Humanising the customer experience
Every successful customer experience relies on real human connection. Whether they’re your customers or employees, they’re driven by uniquely human qualities...
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24 June 2018
In Articles
Digital disruption: more about the disruptive than the digital
Digital disruption is a term being heard more and more often across various industries, from contact centres in the service sector to...
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24 June 2018
In Articles
Opinion Piece: how to deal with a brand crisis caused by poor customer service
Brand crises are a harsh reality for all organisations. Dealing with them is not becoming any easier. Instead they have become complex...
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23 June 2018
In Articles
Opinion Piece: Disrupting The Norm
The way of doing business is changing rapidly and, as a result, customer engagement will have to follow suit. Customer needs are...
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23 June 2018
In Articles
Opinion Piece: Your Customers Want Your Personal Attention
The competitive marketplace and economic climate are making it more difficult for organisations to obtain customer loyalty. Customers are now demanding much...
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23 June 2018
In Articles
Opinion Piece: how to differentiate on customer experience
The battle for the customer is shifting to new ground, away from the telephone to digital (email, web chat) and social media...
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23 June 2018
In Articles
Opinion Piece: We’re Measuring Today’s Contact Centre Agents With Yesterday’s Metrics
Because the contact centre industry is not taking digital (email, webchat) and social media (Facebook) channels seriously enough, many operators are losing...
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23 June 2018
In Articles
The Future Of Call Centre Design
The contact centre of the future is a place where design complements the people working there, and the team are then able...
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