Workforce management essential to successful contact centre operation

JOHANNESBURG – July 04, 2012 – Labour can often account for up to 70 percent of contact centre operating costs. Fortunately, workforce management (WFM) technology has stepped up to the plate and a new generation of innovative and easy to implement solutions, to assist call centre management achieve increased efficiency and substantial cost savings, has…

Well-managed e-mail steps up as a differentiator for companies

JOHANNESBURG – June 13, 2012 – Successful companies are using e-mail as a means of differentiation from their competitors, benefiting from the ability to effectively engage with customers at their own level, improving efficiency and providing effective two-way dialogue. The flexibility of e-mail offers prospects and existing customers an easy interaction with any company whenever…

Integration: a new challenge for the profitable contact centre

JOHANNESBURG – February 02, 2012 – Flexible, resilient contact centres that deliver cost savings, greater organisational effectiveness and improved communications are easily accessible for businesses today. So says Mark Edwards, director of product and services at Intuate Group, a privately owned broad-based IT company and local reseller of contact centre solution provider, Noble Systems, who…

Dream or nightmare? Data storage and recovery solutions for call centres

JOHANNESBURG – August 24, 2011 – It has been well recorded that the one component of an IT enterprise that cannot be replaced once lost, is data, making storage critical for any enterprise. According to Mark van Rensburg, executive: Contact Centre Solutions at technology solutions and people resources integrator, Intuate Group, factors driving storage architectures…