Customer Contact

Generational engagement preferences force contact centres to respond

Integrated omni-channel engagement and communication capabilities are non-negotiable, says Deon Scheepers, customer engagement executive at Pivotal Data.


Impactful FS operation requires technology-human interplay

FS organisations need to get their employees digitally agile and to use technology to accomplish routine transactions so staff can interact more with customers, says Barry Vorster, Lead: HR Technology and Culture, PwC.


Let e-mail management raise the CX game

In a connected world, customers expect a positive experience and outcome every time they interact with a company, says numero. [Local rep: Intuate Group]


Modern customers expect extraordinary CX

Customer experience is overtaking price and product as the key brand differentiator.


Supersonic keeps customer interaction simple too

MTN’s Internet service provider is offering fibre to its clients along with a simple service via WhatsApp.


CloudSmiths Africa appoints Jason Timm as MD

The software solutions provider names its co-founder as its new MD for the Africa region.


Intuate Group presents flexible contact centre offering

The Nixxis Unified Digital Communication platform will levy no additional licence fees should an agent utilise more than one communication channel at a time.


eBook: Top 10 reasons you need quote and proposal automation

The impression your quote conveys can be crucial for your clients.

8 Aug

Small businesses also need big data

The cloud has enabled big data analytics at scale, even for smaller businesses, says Pinnacle ICT's Saayman.


Rewarding all that frequent shopping

Businesses reward their customers by successfully influencing their shopping experience, says Frik van der Westhuizen, marketing director at LoyaltyPlus.


White paper: The new rules of customer engagement

Customers want experiences marked by immediacy, personalisation and convenience.