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.

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

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

Wanatel offers a predictive dialer solution with advanced VOIP technology.

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

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

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

An empowered consumer is a company's worst nightmare.

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

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

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