By 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, 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 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...
Read MoreBy effectively digitising service intelligence and using it to drive both assisted and self-service channels, CLEVVA allows large retailers to dramatically improve their service levels without having to recruit or train more staff. Published in TechFinancials, August 20,...
Read MoreBy Kgaolgelo Letsebe, ITWeb 20th July 2018 Contact centres must start reshaping the role of the agent from a traditional knowledge management service, to a more empathetic, human-facilitated service provider, if they are to successfully navigate the changes brought on by chatb...
Read MoreBy 2030, a significant proportion of the service element of contact centre operations will be automated, rather than provided by the human agent.This will result from significant advances in artificial intelligence (AI), especially in intelligent queue management, robo-advisory virtual assistants, p...
Read More
