In any contact centre the biggest cost will always be the agents who are required to handle calls and queries. In an effort to reduce this costs many businesses use self-service technology to enable customers to deal with certain issues themselves, without the need to speak to a live agent, in theory reducing the load on agents and helping customers have a better experience

The 2011 NAB (National Association of Broadcasters)show in Las Vegas in April offered insight into current broadcast technologies and trends driving them, and these are very similar to what Spescom Media IT believes will be on show at the local MediaTech 2011 event in July 2011