Are you managing the people or the tech?

Perhaps the biggest process management challenge in a contact centre is the lack of true oversight of the environment. While tradition may be built on, as we move into a space of multimedia a more holistic approach is needed.

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Survival strategy for digital transformation

Entrenching a digital innovation mindset in your company won't happen overnight. However, as the growing number of firms that have been successful in the digital era by adopting this mindset proves it's worth the effort.

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Say goodbye to third-world communication

Through SD-WAN, organisations have the ability to manage multiple types of connections – from MPLS to broadband, satellite, wireless and LTE.

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Get the competitive edge with data analytics

Customers want to be treated as individuals. With the use of analytics, insurers can build a portrait of each individual further enabling them to make better decisions based on the data, says Kelly Preston of SilverBridge.

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POPI compliance: Asking the right questions

POPI compliance: a customer (Responsible Party) is required to ensure that Personal Information of an end customer (data subject) is collected for a specific purpose and used only for that purpose. Are you ready?

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Preventing competition law breaches

Implement a robust whistle-blowing capability, says Anthony Crane, Partner at Dentons South Africa - tip-off lines remain one of the primary sources of information about illegal or unethical practices.

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Telecoms trends 2017: The year that IoT owns

Trending: The satellite industry is poised to see new investments which will gain impetus through 2017, especially across Africa; and we will see additional trials and demonstrations of 5G technology.

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SA Telecoms: The race is on . . .

The South African telecommunications industry is due for some serious disruption in 2017 and beyond and telco providers will have to review their business strategies to keep up with a rapidly changing landscape.

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Riverbed sets Maersk sailing on digital journey

Application, network and end user performance monitoring sets a solid foundation for Maersk Line’s digitalisation strategy, says Andy Laurence, Head of Production Services at Maersk Group Infrastructure Services.

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The subscription economy: Are you taking note?

Just as the on-demand economy has forced companies to review their availability and user experience, just so the subscription economy is demanding ease, flexibility and improved customer relationships.

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