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Research

Africa Rising

Survey highlights the immense appetite for cloud-based contact centre solutions on the continent. Cloud computing is a growing trend globally, including in Africa. Many businesses on the continent are already adopting this computing model to transform their operations and leap frog larger competitors and enterprises that...

Survey highlights the immense ...

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South African Banks Rated in Customer Experience Index

Customer experience in banking was a focal point of this year's South African Banking Sentiment Index published by BrandsEye. “South African banks still have some work to do to keep their customers happy. Fees, look and feel of branches, reward programmes and technological innovations can...

Customer experience in banking...

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FM Buyer and Provider Relationships are Challenged

Buyer and provider relationships within the Facilities Management (FM) sector will be challenged on several fronts in 2017. End-users are pushing for improvement in baseline costs and efficiencies while reviewing service level agreements (SLAs) that include stricter key performance indicators (KPIs). This was one of...

Buyer and provider relationshi...

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UK Customer Experience Worsening

UK customer experience came under the spotlight in a recent survey that revealed that UK brands are struggling to cope with a rising volume of queries and growing consumer expectations. The 100 UK companies surveyed for Eptica Multichannel Customer Conversation Study could only answer 44%...

UK customer experience came un...

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Managing the Talent Lifecycle in a High Attrition Environment

Technology-mediated disruption in the workplace has a powerful impact on both businesses and their employees. While this trend provides numerous opportunities for growth, it also poses challenges. The insurance sector is one of many industries grappling with the challenges posed, while also leveraging the opportunities that...

Technology-mediated disruption...

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