Overcoming big customer service problems in small call centres

Tue, 29 Jan 2013

There is no company “too small” to adopt a hosted model. No one should have to lose customers because their technology lets them down – quality technology is as crucial to a small company as it is to a large enterprise.

What is a contact centre?

Sun, 02 Dec 2012

What is a contact centre and how can a contact centre benefit your career? If you are a graduate and looking for work experience, then a call centre may just be the answer for you. In fact you will acquire a broad range of transferable skills, which will put you in good stead for your future in the business world.

Competition between call agents to heat up

Wed, 01 Aug 2012

What is the future of the call centre industry? The growing demands of employers and consumers are severely impacting the role of call centre agents in the workplace. Read about these and other factors that are shaping the sector.

Arming call centre agents for the front line

Wed, 25 Jul 2012

Call centres can be described as the cornerstones of the ICT sector and a great starting place for young people who are interested in pursuing a career in IT. Dr Madelise Grobler talks about the need to prepare and equip non-graduates for this dynamic industry.

How to improve first call resolution in contact centres

Wed, 11 Jul 2012

Rising pressures within inbound call centres to answer more calls in less time can sometimes outweigh the need to effectively assist customers. Follow these tips if you prize quality over quantity.

Look to call centre tech that lets people be better people

Tue, 05 Jun 2012

Give your call centre agents the technology they need to provide the excellent service your customers want and establish your business as a leader in the competitive contact centre industry.

More to call centres than meets the eye

Tue, 30 Aug 2011

Call centre employees are moving away from the more traditional role of contact agents to performing a relationship building function as a company consultant and are required to handle clients and sensitive information, a shift that is spurring recruiters to attract the right people.

Complete call recording solution in a box

Tue, 19 Jul 2011

It has been established that call recording and voice logging technology is a business necessity in the fast-changing landscape that is placing increasing emphasis on corporate governance and legal compliance.Majuda Software Southern Africa offers an all-in-one enterprise call recording solution which has simplified call recording.

Nomzamo Ramutla:At the forefront of the contact evolution

Wed, 22 Jun 2011

Contact centres are an important part of many large organizations and the management of them has an important impact on how an organization is perceived by its customers and potential customers. Nomzamo Ramutla, who specializes in workforce management shares her experiences in this dynamic industry.

Merging compliance and service excellence

Mon, 13 Jun 2011

Human Resource departments are challenged to comply with new business legislation while still maintaining excellent levels of employee productivity and customer service, Majuda Software SA offers turnkey voice logging solutions that address legal compliance issues and also enable effective call centre agent evaluation and employee quality monitoring.

Outsourcing opportunities for Afrikaans speaking graduates

Thu, 25 Nov 2010

Local business consultants Barnstone have been making inroads into the business process outsourcing (BPO) space by providing work ready candidates for this market. Now they are up-skilling local Afrikaans speaking graduates to open opportunities for them as dutch speaking financial service advisors.

International contact centres to open in Cape Town

Tue, 17 Nov 2009

An international company, Teleperformance, is to set up two contact centres in Cape Town, which are expected to create 2000 jobs by 2012. The company expects the site to grow throughout 2010 to a potential of more than 1 000 seats.