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 [...]