Do you remember the days when people delivered documents to your desk? Paper pushers and mail rooms, people receiving emails and re-routing these to various people to handle? I call them the human routers – then, tracking activities and escalations of work and staff via Excel spreadsheets? This is still how it works in most organisations, so have we really evolved?
Long term contracts were at one stage considered as the most viable option to protect businesses against high annual increases. The rapid development of new technologies has changed all that – top technology and services today may be superseded tomorrow. Somewhere in all this there must be a middle road. We asked a number of industry players to give us their views on this and related issues.
South Africa is keeping pace with international VOIP trends – within our obvious bandwidth limitations.
Economic instability and high rate of churn among employees within some companies are partly why leads are not being converted to iron clad sales. Kevin Hall, National Sales and Marketing Manager at leading ICT services and solutions firm Elingo explains that slow economic growth means companies take the time to make decisions, and a high staff turnover within the sales force results in inconsistency.
Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element, and yet as much focus as it receives, exceptional service remains elusive at best, and frequently highly problematic for many organisations.
Moving a customer service call centre into a cloud platform has many advantages, which include the possibility of major cost savings, as well as higher customer satisfaction. The process of migrating a call centre into the cloud differs from one company to the next and…