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Industry News
Thursday, 13 June 2019
2019 Industry Awards »
Dear Industry Stakeholders and Colleagues Due to the recent launch of the BPESA and City of CT Awards in the West...
Tuesday, 19 March 2019
Transitions in the Workplace »
Creating an Implementation Strategy The economic downturn at the end of the last decade changed the business lands...
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...
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
Monday, 11 November 2019
5 Ways To Motivate Your Salesforce »
The successful acquisition of new customers is the heart of every business, and a salesforce is the lifeblood that keeps t...
Thursday, 07 November 2019
How To Create A Culture Of Innovation »
For centuries product innovation has been important to business growth and expansion, although many businesses also thrive...
Saturday, 02 November 2019
Startek Unifies Global Brand »
Startek, Inc. (NYSE: SRT), a global provider of customer experience management solutions, is rebranding Aegis, which it ac...
Friday, 27 September 2019
Salaries over the last 10 years »
Ever wonder why the attrition in the contact centre industry is so high… Seeing we are always looking for someone, somethi...
Friday, 27 September 2019
Biometrics & Analytics »
The magic mix of Security, Fraud Prevention, and Customer Experience Our modern consumers are spoiled for choice....

Feature Articles & Insights
Thursday, 08 August 2019
The Top Six Reasons to Simplify the Customer Service Desktop »
Hint: Whether you have 1, 3, or 25 applications, you are still dealing with complexity. Desktop Complexity is a common...
Thursday, 08 August 2019
25 Essentials for Exceptional Email Campaigns »
Load and send? Batch and blast? Those direct marketing concepts are ancient history in the modern email environment. To...
Wednesday, 07 August 2019
The Right Way to Do Contact Center Reporting »
Many good things come out of contact centers, but reporting is generally not one of them. Given the large number of system...
Tuesday, 06 August 2019
QR Codes Losing Luster with Marketers – It’s Time for Proof of Value »
Innovation can simultaneously be a marketer’s best friend and his greatest enemy. On the one hand, no marketer should e...
Monday, 05 August 2019
Turning Customer Complaints into Improved Service Performance »
It’s not breaking news to say that managers responsible for customer service are busy people with quite a lot on their pla...

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