Shifting to bots in challenging retail environment
Any IT investment should be flexible enough to adapt to dynamic market conditions and the shifting needs of customers, says Wynand Smit, CEO of INOVO.
Choosing the right process optimisation solution
In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.
Contact centre intelligence: turning insights into excellence
Managing customer service in the contact centre environment requires focused metrics that shine the spotlight on areas of strength and weakness, says INOVO.
Setting service level expectations to gratify your customers, now
An appetite for immediate gratification driven by the consumer adoption of platforms such as WhatsApp, has led to the expectations of service evolving, says INOVO.