Contact centres
2:50

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.

2:30
Jul 20, 2018

Viewpoint: The growing trend of conversational commerce

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

3:20
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.

4:30
Jul 17, 2018

Making the case for expert logic

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

4:20
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.

4:10

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.

2:20
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.

2:40

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.

5:10

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.

2:20
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.

3:10

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.

3:30
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.