Contact Centre Tag

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,

South Africans are spending more of their lives online, and want to be able to interact with businesses in more ways than just phoning or emailing them – rather, they want to be able to use any channel of their liking, be it instant messaging, social media or real time chat. While this can seem daunting for business, investment in the right technology can empower their employees to better manage the whole process, provide a consistent level of service across channels, and even highlight areas for improvement.