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News & Events

 The secret to meaningful business – investing in society

The secret to meaningful business – investing in society

February 18, 2019

What can your company do to uplift communities and create tangible solutions for societal challenges? Is it even your responsibility? Would you use your profits to benefit others? Wynand Smit, [...]

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 Rethinking the relevance of big data

Rethinking the relevance of big data

February 1, 2019

In the customer service environment, businesses have access to a wealth of operational and systems data in the contact centre. With the correct measurement and optimisation (dashboards and [...]

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 Safeguard your customer relationships this Black Friday

Safeguard your customer relationships this Black Friday

November 15, 2018

Black Friday is here to stay: as part of a retail festival that entices consumers in their millions to part with their cash, it’s another way of increasing revenue just before the festive [...]

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 Objective-driven business built to survive tech hype

Objective-driven business built to survive tech hype

October 30, 2018

When it comes to business process optimisation, there’s big hype around robotics and AI, but too often businesses are diving into those without closely examining two core aspects around [...]

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 Traveling customers require specialized service

Traveling customers require specialized service

October 26, 2018

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 number of [...]

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 Recession-beating tips for customer retention

Recession-beating tips for customer retention

October 8, 2018

Stats SA recently announced the news of a second quarter fall of 0.7% in the Gross Domestic Product, and that this has officially plunged us into a recession, with the only minor good news being [...]

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 Why knowledge is power in customer service

Why knowledge is power in customer service

October 5, 2018

Fostering a culture of continuous learning is essential in today’s business environment, but companies find this principle difficult to implement. Fortunately, recent business developments [...]

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 The “end” of the shopkeeper (and other retail trends)

The “end” of the shopkeeper (and other retail trends)

August 31, 2018

Self-service retail is swooping across the globe; from online shopping to self-checkout, there’s a growing trend in retail environments that focuses on driving efficient and seamless [...]

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 Data-driven excellence in customer service

Data-driven excellence in customer service

August 17, 2018

Customer service in the financial sector is especially complex, since interactions may involve multiple channels including voice, email, SMS, chat and via websites, all of which must operate [...]

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 Tapping into data for enhanced tourism experiences

Tapping into data for enhanced tourism experiences

August 7, 2018

It’s no secret that technology is changing the way in which we do tourism. It’s possible to research, plan, pay for and execute a trip using little more than a mobile device. Large [...]

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 Maximising ROI without compromising on CX – top tips

Maximising ROI without compromising on CX – top tips

August 7, 2018

Business-wide strategies are complex – each department operates with structured KPIs that may include boosting profitability, customer feedback ratings, or a host of other criteria – [...]

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 Night-owls And Commerce – 24 hour customer service

Night-owls And Commerce – 24 hour customer service

July 17, 2018

With the exceptions of some industries such as the financial sector which in many cases still requires customers to be present at a branch for compliance’ sake, customer interaction resolution [...]

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