How contact centre leaders can show clear business cases for migrating from a simple call centre - to a dynamic, multichannel contact centre
By Paul Fick 16 Apr 2014 10:40
According to Ovum Research, next-generation broadband and cloud-based ICT services are two of the top emerging trends in the telecoms, media and technology space. These two trends are intrinsically interlinked, as the cloud requires fast, efficient and available bandwidth in order to deliver services and enable organisations of all sizes to leverage its many advantages.
By Paul Fick 20 Mar 2014 10:07
Converged communication solutions have become critical to the enterprise for productivity reasons amongst others. However, while organisations have invested large sums of money into communication technology, they often fail to realise the full value of their investment, as they do not know the total cost of ownership (TCO) of the solution and, therefore, cannot see the cost versus benefits that are being delivered.
By Paul Fick 10 May 2013 11:49
The Bring Your Own Device (BYOD) phenomenon has exploded in recent years as a result of mobility and the exponential growth in the popularity and the available variety of smartphones, tablets and notebook computers.
By Paul Fick 19 Apr 2013 07:28
The internet has empowered customers to easily and instantly analyse, compare, search and research products, prices and brands before making a purchasing decision. This has significantly changed the customer-company relationship. Customers now demand instant attention, and if they are not satisfied, obtain good service or the product quality is poor, this knowledge will immediately be shared with their peers via a variety of media channels.
By Paul Fick 14 Sep 2012 07:06
Education in South Africa today is fraught with challenges. Teachers and learners struggle due to limited resources and tools, resulting in a general falling of standards. Decreasing the national pass requirements to 35 percent will not solve this problem and it has a knock-on effect as matriculants face the challenge of obtaining university entrances.
By Paul Fick 29 Mar 2012 10:52
The South African education sector is faced with the significant challenge of increasing the matriculant pass rate with limited resources. Some of these include a high learner-to-teacher ratio and a lack of technology that could enable a better learning experience.
By Paul Fick 18 Jan 2012 10:39