QContact Becomes First CCaaS Provider to Launch WhatsApp Calling
Allow your customers to call you via WhatsApp any time of the day absolutely free-of-charge – only with QContact. Hot off the press of WhatsApp officially launching WhatsApp Calls on their business API platform, QContact is proud to announce the official release of our WhatsApp calling integration. This allows you to now not just handle […]
QContact wins the award for Best Mid-Market Contact Centre Platform
We are delighted to announce that CX Today have announced the winners of this year’s prestigious CX Awards 2025, with QContact proudly winning the award for the Best Mid-Market Contact Centre Platform. The CX Awards are designed to recognise not just excellence, but also innovation with the Customer Experience industry, highlighting solutions that deliver for […]
The data divide: Why some contact centres just work – and others fall flat
Every contact centre says they care about their customers but the ones that actually pay attention to their customers are the ones that use data properly. This does not necessarily mean having fancy dashboards or collecting every piece of info under the sun; it just means understanding the data you already have. This data can […]
Why your customers hate your IVR and how to fix it.
Why your customers hate your IVR (and how to fix it) The scene we all know too well We all start off with hope. You’ve carved out the time to call customer support and you’re ready to explain the issue to a fellow human. But instead, your met with…. 📞 “Welcome to [insert the name […]
What metrics really matter in a modern contact centre?
If you’ve worked in or around contact centres for more than five minutes, you’ll know one thing for sure: there’s no shortage of data! So, what metrics really matter in a modern contact centre? Every second, someone somewhere is tracking something. From handle time to abandonment rate, first contact resolution, CSAT and SLA. You name […]
QContact’s R25 million bet on South Africa: Tech, jobs, and the future of CX
We had 1,697 people apply to join us in just one week. That number blew us away, but in all honestly, it didn’t surprise us. Because if there’s one thing we’ve seen time and time again, it’s that South Africa is packed with talent, drive, and potential. You just need to give people the opportunity […]
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 […]