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5:00

Customer experience: Get the basics right and the sky is the limit

To measure up to customer expectations, businesses should start with the data they already have and work towards building a solid base before investing in the latest technology.

3:40

2021 contact centre trends everybody should be watching

Innovation, transformation, automation – the trends of 2021 are defined by the events of 2020, which made companies take alternative approaches to customer engagement.

3:20

Evolution of BI in customer experiences

Disparate. Disrupted. Disorganised. The face of intelligence is changing.

2:40
Apr 20, 2020

Cloud and the contact centre: Key considerations

The contact centre is one of the primary touchpoints for building client connections, and cloud is a powerful ally in the war for customers.

4:20

The practical realities of contact centre trends in 2020

While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.

3:50
Oct 11, 2018

Knowledge is power in customer service

Enabling contact centre staff to be more efficient and motivated enhances customer experience and helps retain and attract employees.

4:00

Shifting to bots in challenging retail environment

Any IT investment should be flexible enough to adapt to dynamic market conditions and the shifting needs of customers, says Wynand Smit, CEO of INOVO.

5:20

Pinning down the elusive 'single customer view'

Understanding customers, their preferences and the ways these evolve allows companies to speak directly to them as individuals.

3:10

Choosing the right process optimisation solution

In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.

5:00
Jun 8, 2018

Happy helpers

The assistance revolution is here, as chatbots and voice assistants transform business.

4:10

Ways to cut costs in customer service

Three distinct areas can become part of a strategy that achieves those goals: data, time and resources, says CEO of Inovo, Wynand Smit.

4:50

Predicting CX success

The customer experience is best when it's up close and personal.

Wynand Smit
CEO of INOVO.

With over 10 years of operational and strategic experience in the South African contact centre industry, Wynand Smit's understanding of technology and its application to business has benefited multiple organisations across a variety of industries. As CEO of contact centre solutions provider INOVO, he is passionate about using the contact centre as a platform to drive positive change in a business.