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Last call to take our CX survey, stand a chance to win

The ITWeb customer experience (CX) survey, being conducted in partnership with SAP, has gone live.


Firms to accelerate technology spending in 2021

2021 will be the year that every company will double-down on technology-fuelled experiences, operations, products and ecosystems, says Forrester.


Workforce Management – maximise your Omni-Channel performance

Major uses for Workforce Management within an Omni-Channel Contact Centre include simplifying and automating processes of staffing and scheduling, says ScopServ Integrated Services.

Oct 13, 2020

Dimension Data positioned for future growth

The company has completed its transition to operate as one entity, bringing all its subsidiaries under a single Dimension Data brand.


Selling better, faster to digital customers

When you create engagements based on empathy, customers feel heard and understood, says Genesys' Pieter van Eyssen.

Oct 6, 2020

The state of CX in SA survey goes live

What impact, if any, has COVID-19 had on your customer service?


New innovations in outsourcing

For the BPO in the 2020s, customer experience is the number one priority, says Satish Varanasi, chief commercial officer at CCI South Africa.


Webinar: The role of new technologies in CX

ITWeb is hosting a webinar series on 'Humanisisng the Digital Experience' on 6 and 7 October.

Sep 4, 2020

Retail in the time of COVID-19: Business unusual

Going online is no longer a nice-to-have, but an essential channel for service delivery, says Tony Nugent, retail principal practice and solution head, Dimension Data.

Sep 2, 2020

How to develop and deliver messaging solutions that enhance customer experience – fast

To be competitive, organisations must deliver effective and efficient messaging solutions across multiple communications channels, says Uffe Jes Hansen, VP MEA at SAP Digital Interconnect.


Migrating to the cloud, what are the advantages for your contact centre?

For contact centre business, the cloud has become the solution to continue offering customers the same service without neglecting quality, says Enghouse Interactive.

Jul 6, 2020

White paper: Exploring the role of monitors in improving employee experience

An analysis on how monitors and their features enable employee experience for business growth.

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