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 >

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

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

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 >

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 >

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 >

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 >

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 >