Build a modern, multi-channel contact centre to enhance customer experience Best-in-class contact centres have already moved one from closed, proprietary communications infrastructures to an integrated …
How to identify and serve customers requiring personalised contact centre assistance
LivePerson have provided us with a whitepaper on how to identify and serve customers requiring personalised contact centre assistance. To meet and listen to LivePerson …
Customer Relation‘shifts’
Contact centers and CRM systems are vital in the sales process, and as customers have demonstrated increased selectivity in the companies they purchase from, each …
South African #BPO industry set for a stellar 2012
According to Gareth Pritchard, CEO of BPeSA Western Cape, the South African BPO industry is set to continue with its stellar performance following on from …
What lies ahead for call centre off-shoring in the US?
According to Computer World UK, a team within the US Congress is attacking the off-shoring of call centres by US companies. They are introducing a …