By Ryan Falkenberg, 20 January 2025 – Originally published by Gadget. The emergence of AI agents is poised to bring profound changes to the contact centre industry. With companies such as Microsoft, AWS, Google and Salesforce all releasing autonomous agent capabilit...
Read MoreBy Ryan Falkenberg, 19 February 2024 – Originally published by IT Web Africa. Here’s a challenge: phone the contact centre for your bank or insurance provider and see how many language options you get. In South Africa, besides English, you’ll probably get one or two at most. And wh...
Read MoreBy Arun Shankar, 06 December 2023 – Originally published by Intelligent CIO. Call centres face the challenge of widely varying inbound calls during annual occasions like Black Friday and without automation and virtual agents will have no viable solution to handle these demands...
Read MoreBy Ryan Falkenberg, 08 November 2023 – Originally published by IT-Online. If you’re a CEO or even a high-ranking executive, you’re probably confident you know everything (or almost everything) about your business. But no matter how much time you spend pouring over reports, making s...
Read MoreBy Ryan Falkenberg, 20 November 2023 – Originally published by IT Web Africa. For most people, Black Friday is a chance to buy that must-have item they’ve had their eye on for months. It’s also a massive day for retailers. Outside of the week or two before the start of the festive...
Read MoreBy Ryan Falkenberg, 20 October 2023 – Originally published by BizCommunity. Urgent customer conversations are critical in most businesses. You might, for instance, need to cancel your card immediately after a theft. Or you may have missed a payment that the business needs to remind y...
Read MoreBy Ryan Falkenberg, 04 July 2023 – Originally published by TechFinancials. When you think about the businesses most affected by load shedding, chances are contact centres don’t immediately leap to mind. But, as with so many other companies across the country, it has played havoc with contact...
Read MoreBy Ryan Falkenberg, 05 July 2023 – Originally published by IT Online. Let’s be honest: how often have you called an organisation’s contact centre in a good mood? I’d wager that the answer is somewhere between “seldom” and “almost never”. After all, most...
Read MoreBy Ryan Falkenberg, 25 January 2023 – Originally published by Tech Financials. If you watch the customer service space closely, you may have noticed that in late November, US-based low-cost carrier Frontier Airlines shut down its customer service phone line. Anyone wit...
Read MoreOriginally published on IT-Online on 18 July 2022 By Ryan Falkenberg, Co-CEO of CLEVVA Pty. Ltd. Customer service in call centres, particularly in the banking sector, has been variable, at best, for a number of reasons. Technologically, many businesses...
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