Articles



(c) Wavebreak Media Ltd -
Demand for personalised service increases 52%

Verint Systems has noted in its 2016 research an increase of 52% in customers preferring customised service. This year, eight out of ten customers prefer it when service is personalised to them. It is apparent that market preferences are developing at a rapid rate and companies need to develop in time with their consumers...

By Wynand Smit 7 Dec 2016

The high costs of cutting corners
The high costs of cutting corners

The process of upgrading company technology must be aligned with company budgets, whether this is a rolling budgetary inclusion...

By Wynand Smit 16 Nov 2016

(c) Cathy Yeulet -
Three back-office hacks for improved customer service

Communication, time and resolution work in relationship with one another and can all be improved. If they're made more efficient, the customer service machine will be faster and smoother, ensuring that what needs to get done does, and that customers experience great service, boosting loyalty and more business...

By Wynand Smit 8 Nov 2016

Appointment of POPI Information Regulator could mean earlier implementation
Appointment of POPI Information Regulator could mean earlier implementation

The appointment of an Information Regulator on 26 Oct means that the Protection of Personal Information Act is coming into effect sooner rather than later. Wynand Smit notes that this will have a tremendous impact on the way companies do business in 2017, with regards to how they obtain, store and dispose of customer information...

By Wynand Smit 3 Nov 2016

123RF
Slick complaint resolution tactics

How a company deals with complaints is a game-changer; the process should not be viewed merely as dealing with annoying customers, but as an opportunity for improved service delivery...

By Wynand Smit 24 Oct 2016

123RF
Improvements to contact centre environment should be incremental

With new or greater demands, the business offering and its supporting processes must be developed to retain and attract more customers...

By Wynand Smit 6 Oct 2016

Boosting sales in contact centres
Boosting sales in contact centres

Call and staff costs are some of the biggest expenses in the contact centre...

By Wynand Smit 10 Aug 2016

A fresh look at workplace performance management
A fresh look at workplace performance management

There's an increasing interest in workforce well-being, particularly when that workforce is largely deskbound. Apart from the health problems that can plague...

By Wynand Smit 25 Jul 2016

Better measurement for improved profitability
Better measurement for improved profitability

A well-known local company recently performed a performance check on its sales agents leading to an extremely surprising discovery...

By Wynand Smit 13 Jul 2016

Digital age moves contact centre agent to role of advisor
Digital age moves contact centre agent to role of advisor

While some contact centres still have the telephone as their primary form of contact, the market has undergone a paradigm shift to digital...

By Wynand Smit 5 Jul 2016

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