TechForum
Voice is still the primary channel customers use when they need something resolved or when things go wrong, says Vanda Dickson, business development manager at Smartz Solutions.
CX
Call vs online support: When do people still pick up the phone?
While automation and online tools will continue to grow, voice interactions remain central in markets where relationships drive business.
CX
Inside SA’s contact centre boom: Our hidden global advantage
Organisations now choose South Africa not just because it is affordable, but because it delivers value, says Smartz Solutions.
TechForum
CX leadership 101: Eat your own dog food
You can’t fix what you’ve never experienced, says Vanda Dickson, business development manager at Smartz Solutions.