Contact centres are dealing with increasing complexity in a highly competitive arena. To be profitable, operations need to be cost efficient and outputs need to meet performance goals and promises. Reporting is core to achieving this

The relationship a vendor fosters with its channel partners’ will often determine the success of the product in the market. Spescom DataVoice believes ongoing dialogue with technology partners, resellers, channel partners — and customers – is the right recipe for success and is planning on expanding its reach through its channels

Intelligent routing (IR) is not new to contact centres – the benefits of using this technology are proven

Spescom recently donated R100 000 to Childline to provide funds to assist Childline’s development of services to children in South Africa, an issue close to Spescom’s heart

Abandoned calls – a silent ‘no response’ call terminated by the call originator when answered by a live individual – can be very harmful to the reputation of the direct marketing industry