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3:00

BPO sector attracts R954m in Cape Town, creates 2K jobs

The city identifies business process outsourcing as a priority sector due to the job opportunities and investment potential it creates.

3:30
May 15, 2020

Lockdown diary: Nic Laschinger, Euphoria Telecom

Euphoria Telecom is playing crucial role in helping local SMEs transition to remote working during the current lockdown, says CTO Nic Laschinger.

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.

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