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Contact Centre Tag

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The peak holiday periods can be stressful for businesses, particularly those in a retail customer service environment, and can lead to a potential breakdown in systems and poor customer experiences if they don’t have a solid foundation in place to handle these spikes in activity. However, with the proper systems and processes in place, organisations can plan ahead and be better prepared, and take advantage of the opportunities at hand. There is nothing new about this: surges happen every year during specific periods, such as the Easter weekend, Black Friday and Cyber Monday, and the longer December holidays. And, increasingly, there is technology that can solve these customer service challenges. Technology that helps companies manage multichannel communications, manage their workforces, and to look at past performance in order to identify trends and make predictions. A challenge however is that there is often

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To ensure that we continue to stay at the leading edge of a growing unified communications as a service (UCaaS) industry, we have extended our services in the UK, offering attractive margins to partners who can label the offering as their own brand. The move was designed to answer the call from partners who are looking for a future-proofing decision by dealing with an actual operator and not just someone selling software. In addition to this, our extended offering also benefits existing South Africa-based customers with UK requirements. Our successful presence at Channel Live in the UK made it abundantly clear that not only is Telviva delivering world-class UCaaS in the form of Telviva One, but there is also robust demand from channel partners for the types of solutions we already offer to sub-Saharan businesses, as well as our AWS-enabled customer

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More businesses are seeing the benefit of using digital channels to engage with their customers, and there is a growing interest in the use of AI-powered technologies in order to enhance the customer experience and improve efficiencies. However, what needs to be kept top of mind is that while it is easy to enable more channels of communication, a failure to align with backend processes can easily result in a poorer experience and further frustration for customers. I recently had a poor experience when interacting with a brand through WhatsApp. While the advertised promise was one of a quick signup within the messaging app, this was not possible, and I had to first engage with a sales agent via the WhatsApp chat, and then, after this interaction failed mid transaction, revert to a voice call where I was placed at number

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Today’s customers are demanding for personalised engagements with brands on the channels of their choice, and organisations have had to respond by investing in technology solutions to meet these needs. Companies making the change to omnichannel environments are often still held back by defaulting to using traditional channels such as the telephone and email, and need to look toward developing living customer journey maps in order to optimise touch points, personalise engagements, drive innovation and enhance customer experiences. There is a wealth of resources online around customer journey mapping, but at the very basic level it is about an organisation putting themselves in their customers’ shoes and looking at what experience they have with the company. Through user personas, businesses can build a view of what a typical customer will have to go through when they interact with the brand, right

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Case Studies

Zestlife is a financial services provider that offers insurance products to the public, including gap cover, dental cover, Assetlife Credit Protection, Assetlife Switch and Save, HealthMax medical aid services, cancer cover and road accident cover. With such a wide and comprehensive array of insurance products, Zestlife has built its business on being passionate about its customers and treating them fairly. This requires efficient and effective management of customer communication and engagement. Understanding a contact centre A contact centre is pivotal to customer experience and satisfaction as it is where customers interact with the business. The goal of every interaction should be to connect customers with the correct agent, who has context and the right knowledge to successfully resolve queries. A contact centre manager plays a crucial role in the organisation by ensuring everything runs as it should, but also to optimise operations

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In an era where good customer experience (CX) is key to attracting and retaining customers, businesses are turning to omnichannel solutions to ensure seamless engagements across all communications channels. However, with complex integrations, sound processes and customer journey mapping becoming more crucial, businesses should look to partner with a Managed Contact Centre Service provider that can walk the journey to enhanced CX with them. With a managed contact centre service, businesses are not just given some software and then left alone to figure it all out. The right technology partner acts in the interest of the customer, and cares about how they can enable better quality conversations between organisations and their customers.  A further benefit of taking the managed service approach is that the provider will work with the business to slowly expose its customer-facing people to additional channels and work with

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With customer experience (CX) becoming crucial to winning and retaining customers, companies are having to invest in omnichannel solutions in order to maintain their advantage. To help businesses gain the most value out of such platforms, Telviva delivers its contact centre solution as a managed service, rather than just a subscription for a software suite.  Delivering good CX requires more than just software; increased personalisation is key, while there are also compliance and regulatory requirements to be met as a result of working with personal information. As a managed service, companies can draw on Telviva’s extensive experience in deploying contact centre solutions and locally developing integrations with a variety of back-end systems, which is crucial to enhancing the customer experience. Businesses and contact centre operators also stand to benefit from dedicated local support teams and proactive support. Telviva's Managed Contact Centre as

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In today's business environment, delivering a good customer experience (CX) has become the baseline. Yet, there are so many communications channels and tools available, where do organisations even start? It comes down to identifying where their customers are, before gaining the necessary insights in order to drive sustainable change that brings about business success. Retaining customers becomes especially crucial in the prevailing tougher economic conditions. Think of it, a business puts much effort and resources into winning customers and it is equally important to continue to deliver a good quality, personalised customer service in order to retain these customers. This is easier said than done: while 4 out of 5 organisations consider themselves to be customer-centric, only 1 out of 5 customers think that the brands they interact with are customer-centric.  This shows a stark disconnect between how the two parties view

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Contact centres have for long seemed to have a bad reputation; people have dreaded them, while organisations themselves have tended to see them as a strain on their resources. However, advances in technology aren’t only empowering businesses to deliver better, more personalised services that customers are demanding, but it is now also enabling them to turn their contact centres from cost centres to value centres. Historically, call centres seemed like faceless organisations, process-driven and lacking any personalisation, but changing consumer behaviour requires that organisations respond accordingly. In fact, studies now show that the vast majority of customers view the experience a company provides to be as important as its products or services. Customers in the digital age want personalised service from brands, with the ability to initiate and continue conversations across multiple channels and not have to repeat themselves at each

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The broader acceptance of cloud by local contact centres not only allows for integration with existing business systems, which enables remote or hybrid working, but also brings about the functionality to synchronise multiple communications channels in a single platform. This data-rich environment delights the customer through more personalised service and also ensures that the needs of agents, their supervisors and contact managers are fulfilled. It is no surprise that a growing number of businesses in South Africa are waking up to the fact that they need to provide a great customer experience if they are to stand out in a highly competitive market. They need to offer their clients the ability to engage on a platform that they are the most comfortable with using, be it social media, instant messaging, email or even through the plain old telephone.  As an added benefit,