Articles
Companies now understand the importance of the cloud and how it can be customised to specific requirements, says Karl Reed, chief solutions officer at Elingo.
Every process is made up of multiple parts.
A true process must be deliberately designed and planned before being rushed into production.
Voice calls will remain a critical part of contact centre interactions for years, but the nature and handling of these calls is changing.
A social media campaign is not an instant guarantee of immediate business success.
The evolution of the contact centre has seen a number of twists and turns.
The Consumer Protection Act will present opportunities for businesses that value their customers, and create challenges for cynical operators.
Customers' changing behaviour patterns mean adjustments in brands pursuing service excellence.
Articles About Karl Reed (12)
AI, automation and cloud technologies are transforming customer interactions and experiences.
By bringing together human interaction and technology, and harnessing connected data, companies can create better experiences for customers and employees, says Karl Reed from Connect SA.
Forward-thinking companies are transforming contact centres to re-imagine how they interact with customers and deliver memorable outcomes, says Karl Reed, Connect SA.
