By Kgaolgelo Letsebe, ITWeb 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 chat...

By 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...

By 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...

BY: 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 CLEVVA cofounder Ryan Falke...