Jul 27, 2018

Call centre AI needs knowledge

Forward-thinking contact centres should be looking at how to prepare so they are ready to make the most of automation when the time is right, says Jed Hewson, co-founder and joint CEO of 1Stream.

Jul 19, 2018

Use tech to create super-agents, not replace them

Disruptive technologies such as artificial intelligence, cloud and IOT give contact centres an opportunity to upskill their staff to super-agents.

Jun 21, 2018

Contact centre integration: what and why?

A modern contact centre should have some form of integration between the telephony system and the company CRM, says 1Stream.

Jun 20, 2018

Cloud, AI and chatbots in the contact centre

Customer service has gone digital and with it customer expectations have changed, says 1Stream.


Contact centre technology in 2017

Jed Hewson, joint-CEO and co-founder of 1Stream looks at the seven trends that redefined contact centre technology in 2017.


Strategic AI: chat abot it

Artificial intelligence is shifting the goalposts for contact centres, thanks to the growth in chatbot availability and capability, says Bruce von Maltitz, director of 1Stream.


Five steps to contact centre integration success

Investment into contact centre integration doesn't have to be expensive or complex, says 1Stream.


Where do humans fit in a world of digital personal assistants?

The technology is freeing up contact centre agents to be more effective, says Bruce von Maltitz, Co-founder and Joint CEO, 1Stream.


The contact centre generation gap

The millennial generation is now the largest in the world, says Bruce von Maltitz, Co-founder and Joint CEO of 1Stream.


Trends that will shape the contact centre

Jed Hewson and Bruce von Maltitz, co-founders and joint CEOs of 1Stream, outline what to expect in 2017.


Training key to continued success in contact centres

To ensure contact centre agents are equipped to provide a positive customer experience, the role of training cannot be overlooked, says Jed Hewson, Co-founder and Joint CEO of 1Stream.

Nov 21, 2016

Year end means gearing up for contact centres

1Stream gives some key tips to bear in mind to streamline processes and ensure productivity and quality remain high.

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