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As a developing market, the African continent is currently seeing much international interest and investment, says Pippa Wilson, portfolio manager: Cloud Solutions, Jasco Enterprise, The Jasco Group. This is resulting in large multi-national... Read More
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In today's business environment, companies do not have the luxury to employ people for the sole reason of answering phones and relaying information about flight schedules, an order status, appointments, bank balances, and other time-critical events... Read More
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Telviva, Connection Telecom's market-leading hosted communications platform, has been making massive inroads as the core switching application for hosted contact centres of late, says Rob Lith, Director of Connection Telecom. Customer growth The... Read More
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The ‘customer hangout’ is the contact centre of the future Syntec’s latest ‘cloud-gazing’ white paper researches the development priorities needed by contact centre and IT managers to satisfy modern digital-age consumers. The results of the... Read More
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Organisations need to empower contact centre agents and inject structure, meaning and leadership into their engagement with customers. So says Leon Stafford, territory manager at Interactive Intelligence, who notes the contact centre agent is at... Read More
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Games have been used to motivate and engage people since the dawn of time. They speak to one of our most basic instincts – the desire to play, compete, achieve and be part of a team. Gamification, or the use of game-like mechanics in a non-game... Read More
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Consumers are more empowered than ever, and their expectations are higher too. Creating a positive customer experience should be a top priority for contact centre managers, but organisations often battle to provide consistent cross-channel services... Read More
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The latest Ask Afrika survey shows which SA companies are running the best call centres in the country. MTN has the best customer service of all telecoms companies in the country, the Orange Index survey shows, with the yellow network also leading... Read More
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Good news, the Service Magazine for November is available: http://servicemag.co.za/magazine/november2014
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