Cedric Van der Merwe

Cedric Van der Merwe
At the age of 17, Cedric began his career as a Pupil Technician at The South African Posts and Telecommunications (now Telkom), performing installations and maintenance work on public telephone and test exchange equipment. Nine years later he joined Siemens Telecommunications as a Service Technician. In later years, his interest in leadership and management led him to convince his superiors to invest in his first University Management course at UNISA, ultimately paving the way towards his current role as Services Executive at Nashua Communications. When he’s not providing great service to clients, Cedric enjoys spending time camping outdoors with family and friends, or taking long distance trips with his wife around the country on his Harley.

Recent Posts

The burning question: What should your call centre systems have?

Posted by Cedric Van der Merwe on 29 May 2019 11:00:00 AM

Call centres have evolved and moved from being stand-alone telephone systems to integrated, automated, always on contact centres that are able to solve consumers’ issues. Here’s what call centre systems should take note of and include.

Call centres often conjure up images of rows and rows of desks with people sitting behind them answering calls but modern call centres have evolved to be so much more than this. The call centre is essentially the front line of any business that provides a product or service at scale. And as customers become more demanding, customer service can be what sets a business apart from its competitors. According to the Microsoft 2018 State of Global Customer Service report, 61% of consumers have stopped doing business with a brand due to poor customer service.

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Topics: Unify Insights

6 reasons why you want a communications company with a customer-centric service delivery approach

Posted by Cedric Van der Merwe on 03 Apr 2019 11:02:00 AM

In today’s fast-changing economic climate, it is more important than ever to put the customer first. But what exactly does a customer-centric approach mean and why is it crucial to go with a communications company that offers a customer-centric service delivery approach?

Businesses are constantly having to evolve in order to stay relevant . In today’s economy, it is becoming crucial to bridge the divide between the product or service and the consumer. The customer is at the centre of any business and organisations that put the customer first are not only experiencing returning customers but customers with a longer customer lifetime value (CLV).

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Topics: Brand heritage

4 non-negotiables to include in your SLA with your collaboration partner

Posted by Cedric Van der Merwe on 06 Feb 2019 11:00:00 AM

Service level agreements (SLA) define and align the support and service delivery requirements that enable your business to reach its objectives, which is why it’s important to include clauses in your agreement that protect you as a customer. Here are some tips from an expert.

The fundamental purpose of a service level agreement (SLA) is to support the strategy of a business. As CIOReview states, “a complete SLA can decrease downtime as well as improve ROI for organisations.” It’s also important to note that an SLA sets guidelines for the customers and service providers, ensuring both are satisfied with the work being done.

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Topics: Collaboration Solutions

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