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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Articles
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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23 June 2018
In Articles
The Role Of Speech Analytics In Customer Experience
Speech analytics can be divided into two categories: speech recognition that is able to recognise and understand spoken words and phrases, and...
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23 June 2018
In Articles
Using An Omni Channel Provider To Deliver World-Class Customer Experience
In the past, contact centres took a multichannel approach to dealing with customers. A contact centre that took a multichannel approach was...
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23 June 2018
In Articles
What We Can Learn From Elon Musk’s Take On Customer Complaints
In December last year, an entrepreneur who owns a Tesla car tweeted at Tesla CEO Elon Musk. He complained about the fact...
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23 June 2018
In Articles
Opinion Piece: When To Outsource Your Contact Centre
There are very few organisations that should not consider outsourcing their contact centres because there are very few organisations whose core competence...
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23 June 2018
In Articles
Using bots and AI? Make sure you’re prepared before implementation
Digital transformation, and the consequent use of bots and artificial intelligence (AI), is a proverbial whole new world in the contact centre...
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23 June 2018
In Articles
Opinion Piece: You Need A Single Minded Approach To Multidimensional Communications
Because communications technology has developed in phases, organisations have implemented the customer service improvements these technologies make possible in a fragmented way....
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23 June 2018
In Articles
Opinion Piece: Think Differently About Youth Unemployment
Youth unemployment has once again been put in the spotlight during President Jacob Zuma’s State of the Nation address and corporate South...
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