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2:50
Dec 12, 2019

Cloud, AI and RPA – call centres in 2020

The line between call centres and functions like finance, sales and support is blurring as companies use cross-functional experience to enhance customer service, says Ian Goss-Ross, chief executive officer of Elingo.

2:40
Jun 13, 2019

Data is the fuel that powers AI-driven CX

Genesys is hosting a Blended AI Summit to explore how AI can improve the cus-tomer experience within contact centres.

1:50
Aug 3, 2017

SA call centres jump on Watson bandwagon

The industry has taken the front seat in the adoption of IBM's cognitive computing system, with Multichoice currently testing the technology.

2:30

VOIP solutions help improve sales

Wanatel offers a predictive dialer solution with advanced VOIP technology.

2:00
Oct 4, 2016

MTN moves call centre outsourcing forward

The telecoms operator has chosen its preferred vendor for the outsourcing of some of its call centre facilities in SA.

2:10

Double blow for CWU

After losing its court battle with Telkom, the labour body withdraws its interdict application against MTN's outsourcing plans.

3:10
Aug 11, 2016

Union unhappy about MTN outsourcing plans

Hundreds of MTN employees could be affected by plans to outsource the telco's call centres, and the Communication Workers Union is not happy about it.

2:40
Aug 13, 2014

Compliance, service excellence merged for call centre monitoring

HR managers need a turnkey voice-logging solution for compliance and effective call centre agent evaluation.

6:30
May 15, 2014

Support: the weak point of business

An empowered consumer is a company's worst nightmare.

2:50
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.

1:00
Aug 13, 2012

HMRC to recruit 1 000 extra staff

The extra staff should help the Revenue to achieve a target of answering 90% of all calls.

4:30
May 30, 2012

Police call service is 'dire'

While 10111 call centres are experiencing capacity constraints, more than one in three calls to police stations are not answered.

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