What is KYC & why is it so important?
In today’s highly connected digital world, the rapid advancement of technology has transformed nearly every aspect of our lives, with financial services being no exception. As the sector grows increasingly complex, one term has gained significant prominence – Know Your Customer (KYC).
The Role of Business Process Automation in Shaping the Future of Contact Centres
In an era of rapid technological progress, businesses around the globe are continuously seeking ways to streamline their operations, increase efficiency, and enhance customer service. One approach that has proven to be remarkably effective in this endeavour is Business Process Automation (BPA).
Battling Burnout: How AI Is Supporting Human Agents in Contact Centres
In the high-speed digital age, we find ourselves in, burnout is a growing concern, particularly within high-stress environments such as contact centres. Burnout, characterized by exhaustion, cynicism, and reduced productivity, is not only a personal crisis for those who suffer from it, but it also has profound ramifications for businesses. For contact centres, where swift, […]
Choosing Your CRM: A Comprehensive Guide to Essential Features
This post serves as a comprehensive guide to help businesses understand the essential features to look for when choosing a CRM system.
WhatsApp: A Game-Changer for Contact Centre Customer Support
In today’s customer support landscape, businesses face the challenge of providing efficient and personalised assistance to their customers. Traditional support channels often fall short, leading to frustrated customers and strained relationships.
Putting an end to the AI myth – Why contact centres still require human interaction.
In recent years, Artificial Intelligence (AI) has been rapidly integrated into various sectors, changing the way businesses operate and shaping the future of many industries. Among these, contact centres are currently experiencing a significant transformation. Putting an end to the AI myth – Why contact centres still require human interaction. AI is assisting in efficiently managing […]
How to Build Rapport on the Phone – A Guide for Contact Centre Agents
In the contemporary era of customer service, the contact centre industry is undergoing a paradigm shift, placing a higher emphasis on building effective rapport with customers. How to Build Rapport on the Phone – A Guide for Contact Centre Agents
The impact of social media on customer experience: Are contact centre brands keeping up?
Let’s face it, in the era of digital transformation, the ripple effect of social media on customer experience is undeniable. In this labyrinth of customer-brand interactions, where is the contact centre industry positioned? Are contact centre brands keeping up?
Stable long-term pricing with QContact
Events in South Africa last week highlighted why QContact’s fair, local pricing is so important for our partners and clients. South Africa’s national currency, the Rand, has seen record lows against foreign currencies such as the US Dollar, with more volatility expected ahead. “The currency was pummelled this week by investor concerns over […]