Technological advances are occurring that allow for full integration between communication systems and workflow tools. These advances will engender significant changes in the way companies do business – internally and with all business partners. Bu...
A few years ago most consumers would refer to a call centre – a term which reflected the fact that the majority of brand interactions centred around voice calls. Today, thanks to the surge in digital communication across the world, most of us have ...
Now that the Consumer Protection Act is in effect, companies must have a strong grip on their customer interactions, information flow and document management. When disputes arise with customers, it is up to the company to provide full records of the ...
In 2012, it would be shocking indeed to see a communications plan that doesn't feature social media. In the contact centre environment, most brands are rushing to expand their contact channel mix to include social media, such is the pace of adoption ...
Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element, but despite the focus it receives, exceptional service remains elusive at best, and often highly problematic for...
The quality of the consumer's contact centre experience defines a significant portion of overall brand value – far more so now than was the case a few years ago. For most brands, the defining contact centre challenge is to move away from a paradigm...
Is the mobile workforce a practical reality in corporate South Africa? Elingo's Karl Reed discusses the technicalities of this much touted organisational dream.
One of the most common misconceptions currently at play in the South African economy i...
The most significant communication trend to emerge in 2011 was mobility, which is beginning to drive major changes in the way the global economy operates. There are other important developments emerging that demand attention, however my best bet is i...
While social media is grabbing the headlines there are equally dramatic changes currently occurring across the world in the way groups of people are collaborating and working together. These changes should be throwing up many interesting communicatio...
It is not only possible but very beneficial to run an organisation with various businesses or business units -- situated in disparate geographic locations -- using an ERP system for back-end functions and a single communications platform. This scenar...
Karl Reed kicked off his working career as a contact centre agent at MultiChoice. With great perseverance he worked himself up to supervisor and later became the national trainer for the DStv product launch. He then moved on to become an account manager at Telkom where he spearheaded the sales arm at Telkom Natal for the North Coast region. Due to his success he soon got promoted to Telkom’s head office in Pretoria where he looked after the Presidency, South African Revenue Services, Auditor General and the South African Post Office.
In 1998 he began working at Dimension Data as a solutions manager from where he then excelled as the Interactive Intelligence product manager for 11 years. In late 2010, when Elingo took over Dimension Data’s role as a South African and African reseller and support services provider for the Interactive Intelligence IP communication suite, Karl went on to becomes Elingo’s chief marketing and solutions officer.
Elingo is a leader in information and communication technology with a specialised focus on enterprise multimedia contact centres and enterprise IP telephony technology. Focusing on the design, sales, implementation and support of the Interactive Intelligence single platform software suite.
