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Behind the contact centre buzz words

Behind the contact centre buzz words

Audra Mahlong Apr 10,2012 0 Comments

A few years ago most consumers would refer to a call centre – a term which reflected the fact that the majority of brand interactions centred around voice calls. Today, thanks ...

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CPA will present contact centre challenges

CPA will present contact centre challenges

Audra Mahlong Mar 20,2012 0 Comments

Now that the act is in effect, companies must have a strong grip on their customer interactions, information flow and document management. When disputes arise with customers, it is up to the ...

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Getting to grips with customer needs

Getting to grips with customer needs

Audra Mahlong Feb 08,2012 0 Comments

Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element, and yet as much focus as it receives, exceptional service ...

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Understanding collaboration and unified communications

Understanding collaboration and unified communications

Audra Mahlong Nov 16,2011 0 Comments

While social media is grabbing the headlines there are equally dramatic changes currently occurring across the world in the way groups of people are collaborating and working together. These ...

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Understanding the brand conversation

Understanding the brand conversation

Audra Mahlong Oct 20,2011 0 Comments

Successful migration to a consolidated communications infrastructure begins and ends with successful communication. This sounds like a simple statement, but it carries with it ...

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