By 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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