Accurate, efficient and effective workforce management in a contact centre is essential to ensure premium customer service levels and minimise staff churn, but it relies on a lot more information than a simple schedule of planned campaigns.
LONDON, UK: You need to speak the same language... Tackling the risk of security breaches in companies is being undermined by a potentially damaging breakdown in communication between the information security function, IT and the rest of the business, new joint research by PwC and (ISC)² reveals.
Most South African Internet users are making far more modest use of the Internet than they think and many are buying packages that are an overkill for their needs.
RESTON, US: comScore, Inc recently released a study on mobile usage and behaviours in Japan, the United States and Europe from its MobiLens service. The report examined multiple dimensions of mobile usage including content consumption, demographic comparisons and top social networking brands across markets to provide a comparative look at how consumers interact with mobile media across various geographic markets.
NEWSWATCH: We taxpayers apparently need to fork out another few hundred million for the SABC for migration to terrestrial TV, reports Business Day. Meanwhile the press ombudsman says the ANC has found a scapegoat in the form of the print media, reports Mail & Guardian, and you can blame the SABC if you haven't seen Johannesburg, reports Times Live.
The UK's mobile phone market will see a continued decline in voice revenues over the next five years, as intense competition continues to push prices lower, finds Ovum.
South Africa's Call Centre Nucleus group has been fully acquired by Aegis, India's business process outsourcing arm of the diversified Essar group, it was announced yesterday 9 July 2009. The company says the purchase of CCN is a part of its strategy to invest R500 million in next three years and create 5000 jobs in South Africa.
Will India's top mobile company, Bharti Airtel, be able to get South African flagship telecoms firm MTN to the altar after their attempted union failed last year? The outlook for a tie-up looks brighter this time round, analysts say.