Contact Center

‘The time has come’, the Walrus said, ‘to talk of many things. Of shoes – and ships – and sealing wax. Of cabbages and kings.’ The time has come to talk about PoPI contact center regulations and its effect on the contact center. After a generous grace period, the Protection of Personal Information Act (PoPI) […]

Here at Zailab, we’re working towards creating the contact center of the future – a future where cloud-based tech and hardware work hand in hand. If you’re not familiar with our software, here’s a brief rundown. We’ve created an omnichannel contact center solution based in the cloud. Our solution makes use of a single waiting

If you haven’t adopted an omnichannel approach to customer engagement, you risk being left in the dust of contact centers that do. Here is our advice for getting the omnichannel customer experience right. 

We’ve compared the pros and cons of machine learning and made a case for human connection. Now we’ll show you how to get the best of both worlds by embracing contact center technology to remain a serious contender. ‘Eye of the Tiger’ starts playing in the background.

People love to roll their eyes at the mere mention of millennials (we’re rolling ours right now at the word ‘millennials’ even). But let’s get real.

Linear regression is about as simple as deep-learning gets. Let’s see what it can do for us.

Contact center tech is changing all the time. Like, right now, while you’re reading this, another innovation just popped into existence. Probably.

Generative adversarial networks are AI darlings right now – and they have the potential to transform contact centers.

It’s time to put all those workshops to good use – we’re going to write us a proposal document. But a good one. 

Measurement is a fundamental requirement for success in basically every aspect of contact centers. The same holds for omnichannel metrics.