Contact centres
5:10
Nov 9, 2017

A culture of change

The customer experience is a central theme for contact centre trends in 2018.

3:00
Jun 7, 2016

Are you managing the people or the tech?

Call centres are about the people first; the technology is simply the enabler that helps provide the best customer experience, says Jed Hewson, co-founder of 1Stream.

4:20
Nov 10, 2014

Death of the contact centre

In today's customer service world, the phone-based agent is becoming redundant.

4:50
Jun 26, 2014

Profitable contact centre trends

Technology investments are on the rise, according to Cecilia Jofr?, business development and account management executive of Intuate Group.

3:30
Sep 17, 2013

The next-generation contact centre

Without tailored contact centre solutions, businesses risk paying for more than they need or being left without functionality they would benefit from, says Andy Bull, MD of Mitel SA.

4:20
Jul 2, 2013

A different strategy

The future of the contact centre is about asking questions.

7:00
Jun 19, 2013

Getting social in the contact centre

Although still behind its international counterparts, the local contact centre industry is moving towards social media communication.

3:00
Dec 14, 2012

Business on hold?

The "on hold" customer experience plays a major role in consumer loyalty, says George Smalberger, MD of SS Telecoms.

5:00
Sep 10, 2012

From contact centre to next-generation engagement

The line that once separated businesses from social enterprises is blurring, and social communication must now be embedded within the approach to the new company-customer relationship, says Mike Sheridan, EVP, worldwide sales, at Aspect Software.

2:40
Sep 4, 2012

Boosting customer experience through contact centres

The contact centre is poised to play an integral role in accelerating growth and profitability as card lenders undertake customer experience makeovers, says Ebrahim Dinat, chief operations officer at Ocular Technologies.

11:30
Feb 27, 2012

Customer sense

Keeping company eyes on customer experience wins more games than just doing CRM.

12:40
Feb 13, 2012

The changing face of the contact centre

Cost pressures, increased electronic service channels, and incoming cloud technologies force local companies to rethink their approach.

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