By Ryan Falkenberg, 24 May 2024 – Originally published by BizCommunity. It’s no secret that South Africa has a service delivery problem. In the run up to elections, government departments and state owned enterprises (SOEs) have come under the microscope for their abi...
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, 18 April 2023 – Originally published by IT Online. Ask the average South African how load-shedding is affecting businesses, they’ll probably mention mining and industry or small businesses (such as hairdressers and restaurants) that rely on a consistent flow of en...
Read MoreBy Mudiwa Gavaza, 09 February 2023 – Originally published by Business Live. ChatGPT, the large language model that has taken the world by storm in a short three months, is expected to do away with a number of traditional jobs. Experts say customer service and suppor...
Read MoreBy Ryan Falkenberg, 28 September 2022 - Originally published by Retail Brief Africa Outbound call centres have never had to work harder to remain relevant. Today’s customer has a plethora of tools that allow them to screen and block unsolicited calls. And even when they do pick up, the...
Read MoreBy Johan Steyn, 10 October 2022 - Originally published by BusinessDay Steyn is on the faculty at Woxsen University, a research fellow at Stellenbosch University and the founder of AIforBusiness.net...
Read MoreOriginally published on IT-Online on 5 September 2022 By Ryan Falkenberg, Co-CEO of CLEVVA Pty. Ltd. When conversational-AI powered chatbots started entering the mainstream a few years ago, many businesses thought they would be a panacea for their customer service needs. These digi...
Read MoreAs expected, digital disruption is picking up speed, transforming the way we buy products, access public services and get customer service from organisations. We are becoming more comfortable self-serving for things, ranging from paying our tax via e-filing to ordering our groceries, and as digital...
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 MoreOriginally published on IT-Online on 03 June 2022 By Ryan Falkenberg, Co-CEO of CLEVVA Pty. Ltd. Email customer service is something of a misnomer. We all know too well the pain of mailing a company, getting an automated message with all the heart of a cast iron block, saying “Thank...
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