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The tools that enable a rapid response to customers are the key to improved sales. Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in... Read More
( Staff Writer ) | 102 Views | 0 Replies
This article was originally published on MyBroadband Typically, call centres are primarily focused on handling calls in a timely manner and maintaining great customer service. “The assumption is that if you answer the query quickly enough then the... Read More
( Staff Writer ) | 160 Views | 0 Replies
According to a recent KPMG analysis, growth and technology are two of the biggest challenges affecting the Chief Financial Officer (CFO) with 70% finding that technology has the biggest impact on their roles. They are expected to research ingenuity... Read More
( Staff Writer ) | 155 Views | 0 Replies
This article was originally published on MyBroadband Without computer telephony integration (CTI), your call centre agents simply don’t know enough about your clients to be truly productive. In the era of ‘big data’, customers expect that the... Read More
( Staff Writer ) | 224 Views | 0 Replies
By Michelle Osmond, 1Stream In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far... Read More
( Staff Writer ) | 244 Views | 0 Replies
By Jed Hewson, co-founder and joint CEO of 1Stream Rapidly developing technologies and the need to integrate customer services across all channels has significantly changed the contact centre space in the last few years. Regardless of the... Read More
( Staff Writer ) | 249 Views | 0 Replies
This article was originally published on MyBroadband As cloud solutions have increasingly become the solution of choice, many contact centres are taking the leap from on-site hardware to innovative, scalable, and resilient cloud-based contact... Read More
( Staff Writer ) | 202 Views | 0 Replies
By Bruce von Maltitz, Co-founder and Joint CEO, 1Stream The fourth industrial revolution is reshaping businesses and the global economy. While previous industrial revolutions moved at a linear pace, the fourth is leveraging digital developments and... Read More
( Staff Writer ) | 210 Views | 0 Replies
By Jed Hewson, Co-founder and Joint CEO, 1Stream A company’s helpdesk has a very important role to play in the business. It is the first - and often only - point of contact for answering users’ questions. Today, an increasing focus is being put on... Read More
( Staff Writer ) | 309 Views | 0 Replies
There is a growing repository of literature focussed on the challenges that businesses face when dealing with the millennial generation - whether as consumers or employees. While adapting to the changing demands and trends that come with each new... Read More
( Staff Writer ) | 212 Views | 0 Replies
Cloud technology is no longer the new kid on the block. It has slowly and steadily infiltrated almost all aspects of our lives, from personal device storage to large-scale enterprise management systems, bringing with it convenience, but more... Read More
( Staff Writer ) | 309 Views | 0 Replies
2016, a year that garnered endless negative press, brought significant economic and political upheaval, both in South Africa and internationally. And while these challenges put the local market under severe pressure, with many businesses being... Read More
( Staff Writer ) | 340 Views | 0 Replies
Contact centres need all the help they can get during the busy peak season, and gamification could be the answer, says Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream.  Business contact centres are often the first port... Read More
( Staff Writer ) | 371 Views | 0 Replies
As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to... Read More
( Staff Writer ) | 316 Views | 0 Replies
With more customers owning smart mobile devices, companies are facing an ever-increasing need to communicate and respond to customers using channels, other than a simple voice call. While voice is still the preferred channel, most call centres are... Read More
( Staff Writer ) | 538 Views | 0 Replies
As with most other industries, education and academia is fast being transformed by the rapid shift to online mechanisms of consumption and delivery. The ways in which educational institutions manage their communications and service delivery are in... Read More
( WhichVoIP ) | 571 Views | 0 Replies
Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries, giving the job to a... Read More
( WhichVoIP ) | 533 Views | 0 Replies
Why Choosing the Right Cloud Provider Requires a Critical Approach Earlier this year, Goldman Sachs released a study which projected that spending on cloud computing infrastructure and platforms will grow at a 30% compound annual growth rate from... Read More
( Mitchellb ) | 545 Views | 0 Replies
As we move further into the world of e-commerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by your sales team, but by brand touchpoints like your website, e-commerce platform... Read More
( Mitchellb ) | 780 Views | 0 Replies
Nebula whitepaper outlines cloud solutions and considerations for SA contact centres “South African contact centres are finally starting to understand the benefits of cloud technology. Now they need to educate themselves so that they are able to... Read More
( Mitchellb ) | 803 Views | 0 Replies