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Underpinning SA’s Business process outsourcing explosion – why the tech stack is crucial

By Industry Contributor 27 September 2022

Andre Olivier from Borwood Group explains why the tech stack is as crucial as call centre service level agreements when it comes to business process outsourcing FULL STORY >

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Redefining the boundaries of human engagement

By Industry Contributor 2 June 2022

Technology has evolved to the point where it can transform human engagement. Rod Jones from Callbi explains. FULL STORY >

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Transforming the call centre with social media

By Press Release 16 March 2017

One message, many conversations on multiple channels, is the key according to BrandChat director Pete Matthaei. FULL STORY >

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New voice recognition technologies to bring call centres woes to an end

By Ryan Noik 17 June 2016

The end of frustrating telephone verification processes are in sight, as new voice recognition technologies have matured sufficiently to be used widely by call centres in confirming the identity of customers on the phone. FULL STORY >

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Interactive Intelligence launches Customer Engagement Cloud Service in South Africa

By Ryan Noik 14 April 2016

There is some good news regarding contact centres, both for agents using and for customers experiencing them, as Interactive Intelligence has launched its customer engagement cloud service, Pure Cloud, in South... FULL STORY >

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Understanding the customer more important than ever before - Interactive Intelligence

By Staff Writer 20 January 2016

Self-service and digital channels are becoming increasingly important. Organisations need to ensure that all these channels offer the same high level of customer service and a seamless, consistent experience.... FULL STORY >

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Why e-commerce companies need to reassess the ‘traditional’ call centre

By Staff Writer 17 July 2015

For both new and established e-commerce merchants worldwide, customer experience and customer care have become key to survival. While online stores can beat out their brick and mortar competitors on price, gaining a... FULL STORY >

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Not Blinded by Buzzwords: Why choosing the right Cloud Provider requires a critical approach

By Staff Writer 13 May 2015

Jed Hewson, Director at 1Stream, a leading provider of cloud based call centre technology in Southern Africa, says that business leaders/decision-makers need to first and foremost ‘play detective’... FULL STORY >

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