Category: Industry News

Complaints and how to handle them

What are the golden rules of dealing with unhappy customers? Complaints – why they’re a good thing The phrase ‘I’d like to speak to the manager’ has become a long-running joke across social media – and (unfairly) associated with the name Karen, an entitled attitude and even a particular style of haircut. And while some customer complaints and demands may

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Sigma Connected wins South African ‘Jobs Creation Award’ in recognition of community commitment

A Western Cape business outsourcing specialist has won a national award for its commitment to creating meaningful job prospects and opportunities in disadvantaged communities. Sigma Connected South Africa, which offers customer contact services in multiple sectors, has won the Jobs Creation Award as part of country’s respected Top Empowerment

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Choosing the Right BPO Partner

Unpacking the important metrics beyond price and language More organisations of all sizes are choosing to outsource their business services than ever before. Experienced outsourcers that have been doing so for years are upping the ante, and there is a marked increase in first-time outsourcers who are looking to achieve greater efficiencies and improve

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Rage against the machine or embrace it

Unpacking the implications and opportunities that digital tech and AI bring to South Africa’s BPO Industry As digital and AI customer service channels become more sophisticated and widely used and accepted in contact centers, questions increasingly arise around whether machines will replace the human contact center agent, and what the role of people will be

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From great exhaustion and great resignation to talent empowerment and operational scalability

With 1 in 5 workers worldwide considering leaving their positions in 2022, the great resignation seems to be in full swing across the globe. Whichever way you want to spin the great resignation, as the ‘great reflection’ or ‘great transition,’ for example, it shouldn’t be denied that a monumental shift is taking place in the workplace. In the UK, we

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