By Ryan Falkenberg, 02 August 2023 – Originally published by IT Online. In any contact centre, there are some calls (both inbound and outbound) that essentially boil down to saying the same thing over and over again. These repetitive conversations cover everything from human resources functions...
Read MoreBy Ryan Falkenberg, 25 August 2023 – Originally published by IT Online. “Hey Steve, it’s Thandi from Sales again. I wanted to follow up on that order I sent through last week. How close are we to fulfilling it? The client’s starting to ask questions again.”...
Read MoreBy Ryan Falkenberg & Neville Cousins, August 2023 – Originally published by Cover Magazine. CLEVVA CEO Ryan Falkenberg & Neville Cousins head of special projects and digital ITO development at BPESA. Digital is non-negotiable for business process outsourcers and call centre owners, s...
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, 11 June 2023 – Originally published by EngineerIT. If you’ve spent any time on LinkedIn or attended business conferences lately, you’re probably familiar with the phrase, “data is the new oil”. Meant to signify how valuable data can be, it's...
Read MoreBy Ryan Falkenberg, 13 May 2023 – Originally published by IOL. If your mobile phone is due for an upgrade, you probably know already. Maybe you love tech and have been eagerly anticipating getting your hands on the latest offering from your favourite manufacturer. Maybe you’v...
Read MoreBy Ryan Falkenberg, 27 April 2023 – Originally published by Channelwise. South Africa’s economy is taking a downward turn, with real GDP growth projected to decelerate sharply to 0.1% amid a global slowdown in business. Local entrepreneurs are keeping an eye on many...
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 Ryan Falkenberg, 06 February 2023 – Originally published by BizCommunity. ChatGPT, the latest artificial intelligence (AI) application, has grabbed the world's attention. You may have seen ChatGPT write new song lyrics in the style of your favourite artist (something they don't alwa...
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