Retailers need to revise their approaches to ensure safer sales and customers in the time of Covid-19 Black Friday 2020. It’s a date that, in the past, would herald long queues, close confines [...]
Investing technology into cloud, contact centres and processes are now important to business success. They allow organisations to improve the way they interact with customers, improve [...]
The Microsoft Global State of Multichannel Customer Service Report underscored the value of resolving customer issues at speed and the importance of equipping contact centre staff with the right [...]
The pandemic has posed a number of key challenges for businesses. From the initial rush to enable remote working to servicing customers more efficiently from afar, many contact centres have had [...]
Adopting the cloud right now is the best way to adapt to the uncertainty that defines tomorrow. Everybody is tired of hearing about the new world of work. The ‘newsual’, the ‘new normal’. These [...]
If you want your chatbot design to deliver genuine customer engagement, there is one simple rule: Build it properly, writes MATT GROBLER, pre-sales engineer at INOVO Chatbots don’t work. Well, [...]
Self-service business solutions allow for organisations to engage and support customers as they face increasingly rigid quarantine restrictions. There is plenty of research that points to how [...]
Markets are noisy and busy. Companies are clamouring for customer attention and their share of wallet and engagement. It has become increasingly important for organisations to make connections [...]
The results of the PwC 2019 Global Consumer Insights Survey were hardly surprising. Customers in South Africa used social media to hear about current events (33%) and used social media to [...]
Even though the speech analytics market is expected to see a compound annual growth rate of more than 18% through 2022, confusion still remains around its benefits and use cases – [...]
Wynand Smit, CEO INOVO, says organisations must first conduct an honest assessment of their existing self-service offerings and how effectively these are meeting customer expectations. The [...]
There is a disconnect between discussing technology trends and showing how they can operationally benefit contact centres and agents. Part of this entails identifying the business challenges that [...]
