Sixty-five percent of contact centre staff say 'first call resolution' is what customers want.
The country's limitations could prevent it from moving into higher margin areas, note market commentators.
Opinions on the value of labour broking still clash as the amendment process continues.
In this World Wide Wrap: MS offers third CRM5 preview, Aspect and Datapoint sign channel agreement, and Convergys and MicroAutomation ink deal.
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
All businesses today want applications that provide near-real-time visibility into their operations, says Ugan Maistry, head of EOH's Mining & Manufacturing unit.
ITWeb CX Summit Executive Dinner
Labour broking discussions seem to be moving away from banning and closer to regulating, but the DA has its doubts.
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
In this World Wide Wrap: BPM and communications integrated, Pegasystems delivers SmartBPM 6, and PDF workflow suite released.
The hosted mobile CRM platform is Web-based and can be accessed from the Internet via a computer or cellphone browser.
The presidential hotline fails to address citizens' complaints, says the Democratic Alliance.
ITWeb CX Summit 2025
The future of CX
During an executive breakfast, held on 19 April in partnership wit ITWeb, Verint shed light on predictive analytics in CX. Attendees also benefited from insights on emerging technologies that might empower consumers and businesses in the future #ITWebFutureCX #verint #customerexperience
The networking and security company was recognised for customer focus and technology automation.
The police are looking into fraudulent transactions at its call centre, says the airline.
The company augments its African expansion strategy with the appointment of the pan-African channel partner.
In this World Wide Wrap: Tandberg and Avaya push video, Pegasystems acquires CRM vendor, and NZDF tenders contact centre services.