By Ryan Falkenberg, 20 November 2023 – Originally published by IT Web Africa. For most people, Black Friday is a chance to buy that must-have item they’ve had their eye on for months. It’s also a massive day for retailers. Outside of the week or two before the start of the festive...
Read MoreBy Ryan Falkenberg, 20 October 2023 – Originally published by BizCommunity. Urgent customer conversations are critical in most businesses. You might, for instance, need to cancel your card immediately after a theft. Or you may have missed a payment that the business needs to remind y...
Read MoreBy Ryan Falkenberg, 11 September 2023 – Originally published by IT-Online. Advanced intelligent automation (IA) virtual agents shift the burden of repetitive, rules-based queries and work away from human agents. This should not be seen as a threat to South Africa’s call centres and busines...
Read MoreBy Ryan Falkenberg, 15 September 2023 – Originally published by Retail Brief Africa. Businesses everywhere are under pressure to deliver better service at less cost. Most have looked at some form of digital solution, but do they really work? Says Ryan Falkenberg, co-CEO of CLEVVA, “Virtual ag...
Read MoreBy Ryan Falkenberg, 04 October 2023 – Originally published by TechFinancials. This customer-centric approach, backed by automation in technology can result in better collection rates at a lower cost. More importantly, it can do so without alienating customers. There is no escaping the fact t...
Read MoreBy 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...
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