Five communication trends for the contact centre industry

Posted by Frits

The watchwords are flexibility and choice. With new generation technologies, companies are able to launch a limited time frame outbound sales campaign, for example, and then either close the campaign down or change its structure fundamentally. All of this can be achieved without any intensive hardware upgrades or downgrades. The global market has already moved decisively in this software-centric direction. South African companies will follow suit as they realise the extent of the flexibility on offer.

Choice of communication driving call centre change

Posted by Karl Reed

Over the next two to three years, South Africa will see a greater shift towards contact centres that use multiple forms of communication, driven by demand from clients, says communication software supplier Elingo sales and marketing director Karl Reed.