, Southern Africa’s leading CRM and contact centre technology provider, highlights four key challenges companies face as they head into 2023 – and the software solution that can help create an integrated and efficient work environment.Gone are the days when everyone who worked for a company was based in a single office or branch, sitting alongside each other. Hybrid workplaces have now become the norm – and are here to stay.
He gives the example of an online grocer. “Delivering fruit to a shop is very different to delivering fruit to a door. In the past, you simply grew the stuff and brought it to a point of sale – handing it over to the storekeeper and off you went. But now you have all sorts of people involved in the process – and they all need to be kept in the loop – from your Web designer to your delivery drivers. And all this needs to be underpinned by some sort of customer service offering or contact centre.
“Companies really need to know whose information they have kept where,” says Hewson. “Having the same customer’s information kept on six or seven different systems really opens six or seven different opportunities for failure and for security breaches. Having a single system where you can store customer information is essential to protect your organisation from serious consequences for non-compliance.
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