by Dianne Bayley | Apr 20, 2017 | Features, Innovation
Today the Internet and digital communication offer a bounty of ways to interact. The concept of Omni Channel, where a customer’s preferences and desires are collated across several platforms, has become very real and enticing. Yet a new study from Verint and Opinium...
by Dianne Bayley | Apr 20, 2017 | Features, ITSM and Application Development
Technology, when implemented effectively in a contact centre, is a powerful tool. But, what is often overlooked is that call centres are about the people first, and the technology is simply the enabler that helps provide the best customer experience. It’s easy for...
by Dianne Bayley | Aug 10, 2016 | Features
By Andre le Roux, Interactive Intelligence Managing Director, Africa Region Non-voice channels within the contact centre are rapidly edging into the territory once dominated by voice interactions. Far from being a threat to the traditional contact centre, this trend...
