News & Events

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, [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 – [...]

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 [...]