Contact centres

Viewpoint: Recognise contact centres' role in revenue generation

Contact centres should be a critical step in revenue generation, says Pommie Lutchman, CEO of Ocular Technologies.

Jul 20, 2018

Viewpoint: The growing trend of conversational commerce

Use technology to be human, states Pommie Lutchman, CEO of Ocular Technologies.

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.

Jul 17, 2018

Making the case for expert logic

Here's why artificial intelligence solutions won't transform your company's assisted service capability.

Jun 27, 2018

Role of partners in IntegriSure's ICT roadmap

Pivotal Data took over the PureConnect support role for IntegriSure in 2015 and assisted with a number of upgrade projects.


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.

Jan 11, 2018

Viewpoint: Use customer analytics to outsmart competitors

Customer experience analytics makes every customer touch point a source for a competitive advantage, says COO of Ocular Technologies Ebrahim Dinat.

Jul 13, 2017

Viewpoint: Agent and bot are better together

Ebrahim Dinat, COO of Ocular Technologies, asks if agents are satisfied in an environment where virtual customer assistants are used.

Jun 30, 2017

Viewpoint: WFM tools address future business scenarios

The contact centre environment needs a global workforce management solution to be flexible, says Ocular COO Ebrahim Dinat.

Apr 20, 2017

Viewpoint: Identifying a fake contact centre

Rebecca Anderson, senior public relations specialist at Ocular's software partner, Aspect, provides pointers on spotting a bogus contact centre.


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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