Tightening restrictions on cold calling activity in South Africa
After a fresh complaint by the South African Internet Service Providers’ Association (ISPA) to the Independent Communications Authority of South Africa (ICASA) about the use of mobile numbers for calls from contact centres, and long held plans for a national opt-out register and restrictions on cold calling are close to implementation.
What CSAT really tells you and what it doesn’t
CSAT is not the villain… but it’s definitely not the hero either. It’s one of those metrics that’s everywhere because everyone’s tracking it, reporting on it, and ultimately trying to improve it. But when you take a step back and really look at what CSAT is measuring and how it’s being used, it starts to fall […]
Burnout in contact centres, how to spot it early
Burnout in contact centres doesn’t just happen overnight, it builds slowly. In my experience, people often miss burnout because it looks like laziness or a bad attitude from the outside. But that’s not what’s really going on. More often than not, the people who burn out are the ones who care too much, for too […]
Handle “Let me speak to your manager” like a customer service pro
Every customer service professional knows that feeling when a customer says, “Let me speak to your manager.” It’s a moment that can send a wave of anxiety, but it doesn’t have to be a negative experience. The way you handle it can turn a tense situation into a positive one. Whether you work in retail, […]
How automatic QA helps you understand your customers better
A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident are you that the rest of your customer interactions are hitting the mark?
Should Contact Centres Replace Humans with AI?
It’s a thought-provoking question that has sparked plenty of online debates and the answer isn’t as simple as picking one over the other. The truth is, that the benefits of AI are undeniable in terms of efficiency and handling increasing customer demands.
Streamlining Data Capture with Dynamic Pop-Up Forms in QContact
Modern day contact centres know only to well that efficient data capture and streamlined workflows are crucial for delivering exceptional customer service. Which is why QContact’s new dynamic pop-up forms feature enables businesses to seamlessly collect essential information during customer interactions.
Unstable cables
The past few months have seen large scale internet disruption across Africa due to submarine cable cuts.
Africa’s vast size coupled with geopolitical reasons makes it more reliant on submarine cables than you would see in the US or Europe, and more akin to a series of islands.
Chat bots and ChatGPT – ready for deployment?
Simple answer – no, it’s not! Chat bots and ChatGPT bots are not ready for deployment. But let us explain why in this blog.