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    Effective complaint management improves business operations

    At management level, you may only see those complaints which are escalated. It is probable that the front-line people receive and often resolve many more similar problems on first contact. Whist this is good, you are missing out on all the priceless feedback your customers are giving you for free.

    Unless a proper system is in place to track and manage all complaints, you won’t know that the same issue comes up time and again. That also means you don’t have an opportunity to change something to prevent it from happening again.

    Without a proper system, front-line people don’t have a way to capture information in a consistent manner. When they do anything, it is in a non-structured method which cannot be analysed.

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    Download this file (Complaint management process.pdf)Complaint management process.pdf[ ]189 kB

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    Cirrus TechVue has been in business since the early nineteen eighties. We are an SME with an exemplary track record in introducing new technology to South Africa and implementing enterprise scale solutions in some of South Africa’s largest organisations and regulator bodies, such as Telkom, ABSA and SASOL, Old Mutual Insure, Pension Funds Adjudicator, to name a few.