By 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 MoreBy Duncan McLeod A Western Cape-based company that specialises in machine learning and artificial intelligence (AI) to help companies’ call centre operations and other parts of their business be more efficient, is now eyeing global expansion...
Read MoreBY:Â Ilan Solomons The widening skills and knowledge gap between experienced and inexperienced staff continues to limit call centre performance, hosted software-as-a-service business CLEVVAÂ cofounder Ryan FalkenbergÂ...
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