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Read about recent events, essential information and the latest community news.

Industry News
Wednesday, 16 January 2019
iContact Sets SA Industry Bar High »
All it takes to turn one customer into a loyal advocate of your brand is an all-round excellent customer experience. Passi...
Monday, 27 August 2018
Building flexibility into the schedule using banked hours »
Banked hours can be a great way of scheduling staff to cope with varying demand.  Matthew Brown looks at how banked h...
Friday, 24 August 2018
What can contact centres learn from market traders? »
Paul Cooper argues that we can all learn a lot from a trip down at the local market, especially when it comes to customer...
Wednesday, 22 August 2018
Do Customers Hate Your Customer Experience…Or, Do They Just Hate You? »
By now, the notion that social media can instantaneously broadcast the sentiment of one disgruntled customer to an audienc...
Tuesday, 21 August 2018
All about good coaching »
Many companies suffer from poor performance and not hitting KPI targets.  When managers then feel under pressure, the...

Our Members & Supporters
Friday, 18 January 2019
Sunday, 13 January 2019
#Tweeting bad service »
"This is #Tweeting bad service" Irrespective of our own persuasions with regards to the use of social media, nobody c...
Saturday, 12 January 2019
iContact Expands to the Mother City »
Local BPO industry leader, iContact, is thrilled to announce the successful launch of their brand new call centre in Cape...
Tuesday, 13 November 2018
What is DebiCheck and how will my company be impacted? »
South Africa is currently the only country that has implemented an Early Debit Order (EDO) collection system. Our EDO syst...
Tuesday, 13 November 2018
What can Artificial Intelligence Bring for Contact Centre? »
The famous artificial intelligence named as Her in 2013 described a story of love between the assistant Samantha and the l...

Feature Articles & Insights
6 hours ago
Work x Entertainment = Workatainment »
It was a quiet weekend day in the contact centre and life was becoming a bit monotonous.  Abhinit Gogia had a good id...
6 hours ago
The Best Contact Center Consultants? Your AGENTS »
The next time your contact center is in need of a consultant, look no further than your phone floor. The best centers I...
6 hours ago
Phone is still the most popular channel »
The phone accounts for over 70% of inbound and outbound contact, according to a study conducted by Infinity CCS. Their...
6 hours ago
Fool’s Gold: Why You’re Rewarding the Wrong People »
Going back 20 years when I was first working as a part-time contact centre agent, I remember our centre manager deciding t...
6 hours ago
Don't Want Your Customers to Leave? Act Like It! »
Suffocated by their experience with studies confirming the financial advantage of retaining a customer over attracting a n...

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