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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 ) | 96 Views | 0 Replies
This article was originally published on Tenfold Customer service is not for the faint of heart. In fact, research has revealed that almost 100% of the time, customer service representatives on support calls need to deal with angry and unhappy... Read More
( Staff Writer ) | 268 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 ) | 123 Views | 0 Replies
This article was originally published on Tenfold Imagine this, you’re streaming your favorite TV show and suddenly you lose internet connection. You try all the basic troubleshooting steps: check all the necessary cables, unplug and re-plug the... Read More
( Staff Writer ) | 338 Views | 0 Replies
This article was originally published on Tenfold Are you planning to put up a contact center or perhaps work with one? Are you looking into equipping your sales and support team with the best phone systems available, the kind they use in call... Read More
( Staff Writer ) | 335 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 ) | 200 Views | 0 Replies
This article was originally published on TelecomReseller If you are already taking advantage of more budget friendly VoIP solutions but still cannot control the phone bills then you need to have a better plan in place. Epygi’s Calling Cost Control... Read More
( Staff Writer ) | 165 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 ) | 221 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 ) | 227 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 ) | 177 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 ) | 190 Views | 0 Replies
This article was originally published on BetaNews If there is a business area that is deeply affected by digital transformation it is customer service, which is rapidly becoming re-branded as customer experience (CX). According to a Walker study,... Read More
( Staff Writer ) | 206 Views | 0 Replies
This article was originally published on TelecomReseller Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new... Read More
( Staff Writer ) | 253 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 ) | 276 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 ) | 192 Views | 0 Replies
This article was originally published on ComputerBusinessReview AWS delivers new cloud-based contact centre for easy access across channels, Amazon Connect. Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a... Read More
( Staff Writer ) | 566 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 ) | 267 Views | 0 Replies
One message, many conversations on multiple channels   Digital technology is fast transforming the service providers and communications contact centre industry. Social media engagement has already risen by 23 percent and phone transactions handled... Read More
( Staff Writer ) | 442 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 ) | 301 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 ) | 343 Views | 0 Replies

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