Tag: contactcentre
CX strategy – beyond the tech stack
Buying the right tools is the easy part. However, orchestrating technology, people and process at the standard global customers expect is why specialist Customer Experience (CX) outsourcing exists. There is a seductive logic to the way the CX technology market presents itself. A new platform promises unified customer data. A new AI tool promises faster resolution.
The new rules of CX outsourcing – from capacity to credibility
Customer Experience (CX) outsourcing is entering a new era. For many years, the industry measured success through scale, including seat counts, headcount and cost-per-contact. While those metrics still matter, they no longer define success on their own. Brands expect far more demanding outcomes. They want measurable business impact, stronger trust protection and seamless customer journeys delivered at scale. These expectations are shaping the new rules of CX.
Listening and understanding – AI fails with flawed data
What are the many AI voice bots about to help companies with customer engagement actually going to say? For all the hype and buzzwords around Artificial Intelligence (AI), what really counts is everything behind the voice. Ultimately, customers expect AI that actually listens.
CCMG all set for 9th annual conference and expo
The Contact Centre Management Group (CCMG), the only professional body for contact centres in South Africa, will be hosting its 9th annual conference and expo on October 31 and November 01 this year at the Gallagher Convention Centre in Johannesburg.
