By Ryan Falkenberg, – 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 CLE...

By Ryan Falkenberg, – 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...

By Ryan Falkenberg, – 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 huma...

By Ryan Falkenberg, – 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.”...

By Ryan Falkenberg & Neville Cousins, – 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 out...

By Ryan Falkenberg, – 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 pla...

By Ryan Falkenberg, – 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 of u...

By Ryan Falkenberg, – 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 no...

By Ryan Falkenberg, – 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...

By Ryan Falkenberg, – 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 metr...

By Ryan Falkenberg, – 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 consiste...

By Ryan Falkenberg, – 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...