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Process & Operations

FEATURE | Contact Centres

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The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the organisation and the cutting edge of new technology deployment, the imperative for Contact Centres to adapt to changing customer communication preferences is paramount.

Is lack of email security hanging businesses out to dry?

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Mimecast’s latest Email Security Risk Assessment (ESRA) report has found a 269% increase in Business Email Compromise (BEC) attacks. Furthermore, the FBI recently indicated that worldwide losses from such attacks amounted to approximately $26 billion over the last three years.

The impact of AI on jobs in the retail motor sector

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The 4th Industrial Revolution (4IR) is gaining traction in all sectors. Artificial intelligence (AI), robotics and automation are being applied to create ingenious innovations – advancements aimed at making life easier, improving productivity and speeding up the evolution of industries.

The software systems every small business must have in place

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In today’s ever-changing technology landscape there are quite a few business owners who are unsure about which systems they need in place to ensure that their business is not only well managed now, but also geared for future growth.

The mobile data pricing conundrum

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As the market continues to digest the Competition Commission’s summary findings on the data services market in South Africa, some experts believe that their methodology in coming up with the findings was not necessarily the right approach. The South African mobile industry cannot be compared to those in other African countries.

(In)security in the healthcare industry – immunity at stake

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Renowned French philosopher, Paul Virilio once said; “When you invent the ship, you also invent the shipwreck.” How inevitable is this in technology today? Security professionals are having to work hard at putting in measures, best practices, mapping systems, lighthouses and beacons in order to reap the benefits of new innovations, all while managing potentially catastrophic risks.

Productivity trends for 2019

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The past year has seen more business owners act to boost their employees’ productivity – with new tools and more flexibility. The cost of poor workplace productivity is difficult to measure. How can business owners fully know the cost of inefficient processes, out-of-date technology, de-motivated employees, wasted time and missed opportunities?

Does the colour of your office walls promote neurodiversity? 

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Approximately 15 to 20 percent of people are neurodivergent, a collection of conditions that includes autism spectrum disorder, attention deficit hyperactivity disorder and dyslexia. 

Rural connectivity needs new innovative solutions

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Innovative solutions such as active network sharing, tax incentives and new technology deployment can be the solution to achieving feasible rural connectivity in South Africa. Ordinarily, rolling out telecommunications network infrastructure is an expensive and arduous undertaking for both fixed and mobile phone companies.

Cyber car: tackling security and privacy risks

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Tesla recently demonstrated its new electric pickup vehicle, dubbed 'Cybertruck', which has polarised public opinion. Some have stated it looks like a vehicle from a child's sketch come to life, while others consider it to be a vision of the future.

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