Customer engagement tech and agent dynamics

The basic skills of practising considerate and courteous human contact should form the baseline of any customer interaction strategy, says Pommie Lutchman, CEO of Ocular Technologies.

Ocular Technologies

2:30

Customer self-service

May 30, 2018

Customer self-service trend still growing: Aspect Software

Within the contact centre, artificial intelligence is powering ways of customers communicating through self-service channels, says Stephen Ball, senior VP Europe and Africa at Aspect.

IOT helps transform customer experiences, business outcomes

Data generated from IOT solutions enables enterprises to improve customer experiences and safety, says Dimension Data.

Dimension Data

2:40

Treating Customers Fairly policy

May 25, 2018

MTN implements 'Treating Customers Fairly' policy

MTN digital services providers must implement business rules on all services offered to MTN customers with effect from 1 July.

Snupit reviews its effect on small companies

The online platform takes time to recognise the local companies that have used it to help their businesses.

Navigating the CX value chain

Marnitz van Heerden, Head of Customer Experience at Discovery Health, shared his views on the changing role of the CxO, measuring value against revenue and the upcoming CX Summit. Taking place at The Maslow on 5 October, the CX Summit is an unmissable event that will connect the dots between tech, employees and customers. To register, go to www.itweb.co.za/event/itweb-cx-summit-2023 today! #ITWebCX2023 #discoveryhealth #customerexperience

2:30

Ocular Technologies

May 24, 2018

Viewpoint: Sun rises over dark data

The digital business world is finally seeing an uptake in dark data mining and polishing, says CEO of Ocular Technologies Pommie Lutchman.

Pommie Lutchman

21 - 21 September 2026

ITWeb CX Summit Executive Dinner

3:20

Genesys PureCloud

May 24, 2018

Genesys simplifies GDPR compliance for PureCloud customers

It has made available a new API for its PureCloud platform that facilitates compliance with the European Union General Data Protection Regulation.

Everything, everywhere, all at once in CX

Sponsored by Verint, the ITWeb CX Summit 2023 will connect the dots between tech, employees and customers by providing insights and learnings into how to ensure that organisations reach customers where and how they want to be engaged. With an agenda that speaks to the entire CX value chain, the event - taking place on 5 October at The Maslow in Sandton - will equip organisations with the means to ensure their tech stacks and strategies bring their customers closer and keep them there. Register at itweb-cx-summit-2023/registration today! #ITWebCX2023 #verint #customerexperience

2:00

Whitepaper

May 24, 2018

Whitepaper: The state of workforce management

Workforce management is critical to an organisation's success, says NICE.

eBook: Embracing the experience economy

The role and function of the contact centre in the modern enterprise has evolved, says Pivotal Data.

Open, single and ready to mingle

A single view of the customer requires a willingness to change from proprietary methodologies to ones built on open standards.

Muggie van Staden

1:50

ContactCenterWorld.com

May 23, 2018

Talksure recognised at contact centre ceremony

The company won silver at the 2018 Contactcenterworld.com EMEA Top Ranking Performers Awards Gala.

Talksure SA

2:10

Gartner 2018 Magic Quadrant for Contact Centre Infrastructure

May 21, 2018

Genesys recognised by Gartner as contact centre infrastructure leader

It has been named a Leader in the Gartner 2018 Magic Quadrant for Contact Centre Infrastructure, Worldwide, for the tenth consecutive time.

White paper: Elevating automation in the HR function

Embracing enterprise content management and business process automation to improve efficiency, streamline compliance and drive higher employee engagement.

Kyocera Document Solutions

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