Customers are choosing to communicate with contact centres via messaging apps rather than making a call, says Abhay Prasad of Aspect Software.
Video chat, Web chat, social media and SMS are resulting in inescapable tectonic changes in the contact centre.
Cold calls are still an escalating problem in the country, creating damage to ethical businesses in the country.
Quality management offers great insight into what customers think about an organisation, processes and products, says Ocular Technologies.
Cloud contact centre platforms provide companies with the flexibility and agility to accommodate future customers, says Ocular Technologies.
It is essential to strengthen the effectiveness of the back office, says Ocular Technologies.
What most of the business intelligence tools lack is future-ready architecture, says Nikhilesh Kumar Tiwari of Helical IT Solutions.
Bruckner de Villiers, general manager, Western Cape, ContinuitySA sees three trends shaping business continuity in SA.
Using real-time performance will help you track and analyse if lefthanders can handle multiple channels, says Ocular Technologies.
It is becoming increasingly important to have the right technology, says Ocular Technologies.
Doing business continuity right offers widespread benefits that can improve company performance, not just the ability to recover from disaster.
Organisations have not been able to make the data usable until recently due to lack of proper tools.