2012 contact centre trends
Change is afoot in the South African contact centre industry, as savvy companies realise that their customers are communicating with them in new and different ways.
To stay ahead of the pack they will need to change their game plans – especially in tougher economic times.
This is what we’ll see impacting on the contact centre industry in 2012:
Consolidating your infrastructure
Lower costs and greater efficiency have long been common refrains in IT, and will continue to be. But with IT becoming more central to a business’s ability to launch new products and deliver services, CIOs and IT leaders have become increasingly concerned with their infrastructure’s ability to execute — and are more concerned that IT […]
Contact centres in the cloud
It’s tough to page through a technology publication today without seeing some mention of “cloud computing.” And it’s no wonder why. Cloud computing is providing scalable, cost-effective resources as a service over the Internet. In this tight economy, that’s a huge value proposition. Today, there exists a wealth of hosted UC solutions for contact centres. […]
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