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Contact centres alleviate unemployment
Wed, 26 Nov 2014
Widespread unemployment among South African youth paints a bleak picture but there are pockets of opportunity that give young people – who don’t have tertiary education or extensive work experience– the chance to succeed.
Call Centre Information* The benefits of call centre outsourcing * What is a call centre?
Breaking the expensive call centre cycle
Mon, 13 Oct 2014
There are few business operations that are more challenging from a human resources perspective than running a call centre. Here, at the front lines of customer service, businesses face a tension between the need to keep operational costs down and the requirement to deliver the best customer experience.
Contact centre survey launched
Tue, 03 Sep 2013
A contact centre survey which will provide much needed information on the issues around talent, talent management as well as remuneration in the business process services and outsource (BPS&O) sector, has been launched by Hay Group South Africa.
How will protection bill impact call centres?
Thu, 20 Jun 2013
Companies responsible for the use of personal information will be obliged to secure the personal information of their customers and prospects in terms of the new Protection of Personal Information Bill which is is expected to be passed before the end of the year.
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.
Solving core business problems by listening to call centres
Fri, 30 Nov 2012
Outsourcing call centres are the biggest trend since the rush to implement ERP systems of the late 1990s. The objective is to use technology to empower the CSA’s to fix customer problems in their first contact. The IT and Telephonic applications have certainly made the Call Centre Manager’s life a lot easier.
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.