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Can AI help change how businesses view customer service emails?

By Industry Contributor 8 July 2024

By Ryan Falkenberg, Co-CEO, CLEVVA FULL STORY >

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What makes Africans excel at customer service

By Staff Writer 28 May 2024

Corporate brands seeking high-quality offshore Business Process Outsourcing (BPO) services are rightfully looking towards Africa as the next centre of excellence in this highly competitive global sector. Peter Andrew from CCI SA explains. FULL STORY >

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Interview with Avaya – Adapting to a new world of customer service Part 1

By Ryan Noik 21 June 2022

In this multi-part interview with Avaya's MD, Brett Butler, he explains why organisations need to adapt to serving a new kind of evolving customer and providing them with a holistic customer experience. FULL STORY >

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Change is the new normal - why loyalty will be top of mind for companies in 2022

By Industry Contributor 6 December 2021

By Robin Fisher, Senior Area Vice President of Salesforce Emerging Markets FULL STORY >

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Embracing digitisation key to meeting customer demands

By Staff Writer 27 October 2020

A significant focus on digitisation is allowing Nedbank to meet fast-changing banking customer needs. The bank explains its progress and why embracing digitisation stood it in good stead. FULL STORY >

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Why excellent customer service is an internal journey

By Industry Contributor 22 September 2020

By Leonie Stanley, Customer Service Executive, Telviva FULL STORY >

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Industry Opinion - Do you really know the real cost of a lost opportunity?

By Industry Contributor 3 August 2020

Rob Lith, Chief Commercial Officer of Telviva explains why understanding the measurable value of a customer can make a businesses, and why failing to do so can break it. FULL STORY >

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Industry advice - Why poor customer service is killing your brand (and how to fix it)

By Industry Contributor 16 August 2019

How do businesses survive an increasingly difficult economic environment? By focusing on customer services, argues Wynand Smit, the CEO of Inovo. FULL STORY >

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Personalisation platforms, and their role in customer service

By Industry Contributor 18 June 2019

Dee Chetty, Accenture Interactive Lead for Africa, explains why personalisation is more important than ever, and what successful customer engagement requires. FULL STORY >

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Opinion - Connect the data and the dots to deliver exceptional experiences for customers

By Industry Contributor 18 January 2019

Shawn Sipman, Oracle Customer Experience Strategy Lead Africa, elaborates on keeping customers in today's world. FULL STORY >

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Trust & compliance: customer relationship challenges for financial services providers

By Opinion 3 May 2018

Darrel Orsmond, Financial Services Industry head at SAP Africa, looks at how a recent data privacy scandal could effect the GDPR countdown and consumer trust. FULL STORY >

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Take the robot out of the human in customer service

By Opinion 10 April 2018

CEO of INOVO, Wynand Smit unpacks what Robotic Process Automation means for customer service. FULL STORY >

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iBleat- Putting the “good” back into customer service

By Press Release 20 November 2017

“Customer service”- for many that rhymes with contradictions like “military intelligence”, “jumbo shrimp”, or “deafening silence”. But customer service shouldn’t be- and will no longer be- two words that don’t go well... FULL STORY >

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Troubleshooting service level fluctuations

By Opinion 9 October 2017

an Kühn, head of Business Services at INOVO, offers some tips to better guarantee customer service levels for your business. FULL STORY >

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Three tips for slicker business transactions

By Press Release 18 August 2017

Josephine Brimble, Principle Application engineer at INOVO, looks at three effective ways businesses can better deliver on the high standards of customer expectations. FULL STORY >

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