View Points

Viewpoints

Defining the ICT industry of the future

Wednesday, 04 September 2013 00:00 Written by Musa Phungula

There is no question that our industry is hampered by a skills shortage in the deep ICT skills set that drives innovation and makes what most think is impossible, possible. But I am an optimist and believe that with a little bit of passion, time investment, and willingness to engage with our young people, we can turn our industry around. It won’t happen overnight, but it is also never too late to start.

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SME heads in the sand over software licensing

Wednesday, 21 August 2013 00:00 Written by Marius Haman

South Africa’s small and medium enterprises (SMEs) still have their collective head in the sand when it comes to the implications of software piracy.

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Excelling at mobile customer service

Wednesday, 21 August 2013 00:00 Written by Deon Scheepers

Deon Scheepers, Interactive Intelligence

In the contact centre, the key to excelling at customer service is to integrate all customer touch points. When the customer calls, agents have access to all information regarding that customer and what they’ve been through, allowing the agent to help resolve the issue quickly, and the customer is spared from having to repeat the same information over and over again.

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