by Dianne Bayley | Sep 13, 2021 | Sustainability
For customer-centric service leaders in South Africa, key performance indicators (KPIs) play a key role in maintaining excellent customer service, Richard Chambers, Area Vice President, Africa & MED explains. Redefined KPIs have become a fundamental part of a...
by Dianne Bayley | Dec 6, 2020 | Sustainability
“Due to COVID, it will take longer to answer your call… you are in a queue and we will try…” In recent months customers have become rightly frustrated with this response when trying to resolve a service problem or simply ask a question. Relying on a traditional phone...
by Dianne Bayley | Nov 3, 2020 | Workplace 2020
Many consumers feel brands don’t know them well enough to serve them in a way that makes them feel special, writes Haydn Townsend, Managing Director for Accenture Interactive in Africa. But when those brands seem to know too much – and act on that knowledge – they can...
by Dianne Bayley | Nov 26, 2019 | Internet of Things
Companies that can quickly change speed and direction or modify tactics to outwit, outsmart and outplay their opponents are the companies that gain the competitive edge, writes Alain Du Toit, Cloud Services Sales Principal for Hitachi Vantara African Media Agency...
by Dianne Bayley | Aug 10, 2016 | Innovation
By Nidal Kamouni, CEO, PCCI Group The essence of customer service can be traced back to when time began – but the method of delivery of the customer service experience must be continually updated to match the desires and expectations of an ever-changing customer...
