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Educators must get tech-savvy to talk to students

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Amidst the widespread disruption of tertiary education institutions across the country, contact centres in this sector are being relied on to provide accurate information and valuable support to students, writes JED HEWSON, co-founder and Joint CEO of 1Stream.

Mobile operators, including Telkom, Cell C and MTN, have stepped up to lend their support by zero-rating access to participating university websites to provide easier access to essential course material.

Education institution contact centres should be following this lead and embracing technology to offer the best support and customer experience for students, a generation of tech-savvy and mobile-driven individuals.

Give your customers  what they want

Customer experience management and customer satisfaction are always top of mind for contact centre agents and managers. At the base of this is making sure the customer receives the information they are looking for and in the format they need. For educational institution contact centres, this is no different.

With more than 30 percent of interactions with contact centres now taking the form of email, web self-service, chat and other methods, contact centres have had to adapt to the way in which customers want to engage. What’s more, with the widespread increase in mobile and smartphone use both locally and globally, it’s no surprise that contact centres are being driven to offer more platform options for communication. This is particularly true for the millennial generation who make use of this technology as part of their daily life.

When it comes to the educational sector contact centre, one which can be highly competitive in attracting talent and one which is directly geared towards this generation, catering for these trends is essential. This means making sure the relevant information is easily accessible, queries (whether submitted via phone, email, text or social media) are resolved appropriately and the overall interaction is positive.

A multi-channel contact centre is only the first step 

Implementing an effective multi-channel contact centre is not just about having all these platforms available, though. It requires both close integration of the various systems and platforms in use, as well as comprehensive measurement to assess and improve processes.

The risk of having many channels, is a contact centre not being able to manage and engage effectively across all of them. If agents are not able to manage a particular platform, it can be a wiser choice not to offer it at all – a customer not receiving the service they require can be more detrimental to a brand.

Having identified the customer need for a multi-channel contact centre, the next step is implementing an appropriate system, such as a cloud-based contact centre solution, that enables contact centre agents to respond appropriately.

With a managed, cloud-based contact centre platform it becomes possible to identify if an individual has made contact via two or more different platforms (a scenario that is increasingly common) and what response they might have already received. This information can then guide the response, making sure the most valuable and relevant information is offered.

As far as improving service goes, measurement is a must-have. Effective measurement and comprehensive reporting enables a clear analysis of processes and teams, and allows informed decisions to be made that will enhance the customer experience.

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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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Five key biometric facts

Due to their uniqueness, fingerprints are being used more and more to quickly identify and ensure the security of customers. CLAUDE LANGLEY, Regional Sales Manager, for Africa at HID Global Biometrics, outlines five facts about the technology.

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How many times in a day are you expected to identify yourself? From when you arrive at work you are required to sign in, visiting your bank, receiving healthcare services… The list is endless. When a system knows who you are, you are able to do any number common, everyday activities. Your identity is unique and precious. It is also easily stolen and the target of many hackers across the globe. Technology is constantly evolving alongside the criminal element, always looking for ways to protect data and identity. One such solution happens to be biometrics and it is rapidly gaining traction in our increasingly complex modern world.

Reliable, secure and fundamentally YOU, unique biometric traits such as fingerprints are being used by banks, enterprises and consumers to verify identity. Biometric solutions offer significant identity protection because they use unique biological details to ensure an account is only accessed by the account holder, a door only opened by the owner. Here are five things that are little known about this technology…

  • The uncut identity. Your fingerprint is unique to you. Nobody can use a copy of it to impersonate you. Good technology is capable of scanning down into the layers of the fingertip to differentiate unique elements of a person’s fingerprint, this data is then encrypted and used as a key to unlocking whichever physical or virtual door that the biometric system protects.
  • The living proof. No, there is nothing to the stories of fingerprints being used without their owner’s knowledge or permission. Biometric solutions can use specific variables to determine if the finger used to access the system is that of a present, living person.  A copy or a fake cannot be used to access a cutting-edge biometric solution.
  • Easy and convenient. Queues and documents and paperwork may well be a thing of the past should biometrics take a firmer grip of government and banking systems. The process of registering is easy, and access to identity documents and records is yours alone.
  • Security blanket. A thousand passwords and a hundred post-it notes stuck on walls and drawers.  An excel file with a list of sites and applications and their corresponding passwords, all a thing of the past.  Nobody needs to remember their password with biometrics, they only need to show up.
  • Anywhere is cool. Schools, airports, networks, offices, homes, toilets, banks, libraries, governments, border controls, immigration services, call centres, hospitals and even clubs and pubs – knowing “who” matters and biometrics can quickly and conveniently confirm your identity where needed.

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