Report: State of Conversation 2021
How leading brands leverage the voice of the customer to accelerate their growth.
Comstor secures Cisco Customer Experience Specialisation
Software and subscription-based models have staked their claim as the de facto tools to enable and facilitate digital transformation.
Pandemic to speed up adoption of voice biometrics
COVID-19 will accelerate the use of voice biometrics to improve security, particularly in the contact centre and financial services sectors, says Forrester.
Are you measuring your customers' emotions? Tell us and win
If your company has an in-house or outsourced contact centre, we’d like to hear from you.
Using smart consumer-led promotions to drive brand loyalty
Consumer-led promotions that do not require interpersonal contact are the key to helping brands survive and thrive in a post-pandemic world, says Jaco Saunders, commercial director at MACmobile.
Pension fund’s self-service app, Web portal off to bumpy start
Despite moving with the technological times, the Government Employees Pension Fund’s online self-service system and app were inaccessible soon after launch.
Three key things about mainframe access
A mainframe survey run by Micro Focus and ITWeb revealed 93% of respondents are concerned about high levels of user frustration owing to lack of operational efficiency.
Intelligent automation provides opportunities for customer-centricity in insurance
For insurers, part of IA sees intelligence injected into those business processes that focus on critical decisioning points such as underwriting and claims, says Patrick Ashton, managing executive at SilverBridge Holdings.
A shot for youth to enter BPO sector as training opens
Cape Town opens applications for the next cohort of young people to receive training in order to join the business process outsourcing sector.
The emergence of a slew of new business models
The recovery from the pandemic uncertainty, confusion and disruption will prompt tech changes that will assist organisations to rebuild for a more optimistic future.