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Managing customer service in the contact centre environment requires focused metrics that shine the spotlight on areas of strength and weakness to help businesses proactively monitor and improve [...]

The belt-tightening economy has placed a number of consumers in an even tighter position – according to the National Credit Regulator (NCR), South African consumers are R1.66 trillion in [...]

Arranging a vacation is often categorized as a stressful activity – from the planning process to the booking and traveling, enjoying the “holiday of a lifetime” can be disrupted by a [...]

Modern customer behaviour, including an overwhelming shift to device-orientated interaction, compels companies to ensure that they are meeting expectations in order to stay competitive and [...]

In the mid to late 90s the number of internet businesses grew exponentially. Since consumers were getting connected in their millions, this space was ideal for entrepreneurs to create hype around [...]

In South Africa, technology implementation is largely reactive – we’re a nation of cautious adopters – yet there are many innovations likely to gain a stronger foothold in 2018 [...]