Optimising networks will bring about great cost savings for the company – but it’s important to ensure acceleration is maintained on an on going basis.

Complying to the various standards and laws affecting contact centres doesn’t have to be a bad thing.

Over the last few years, it has become clear that South Africa is a lucrative contact centre outsourcing destination.

It is now the consumer, not the company, that determines how interactions will be handled. In the last 10 years, the biggest change to affect the contact centre has been the shift in control from organisation to consumer with regards to how interactions are handled, explains Siva Pather, General Manager for Dimension Data Customer Interactive Solutions.