Category: Industry News

The ongoing Israel–Hamas conflict, currently intensified in Gaza, is a tragedy that has already extracted a massive humanitarian toll, with far-reaching regional and global implications playing out in the background. The conflict has caused major disruptions to businesses in Palestine (Gaza and the West Bank) and Israel, including in the IT services and

UK outsourcing specialist Sigma Connected has announced its expansion into the United States as it secures its first two new clients in the country. The Sigma Connected Group – which offers ‘white label’ customer contact centre and debt-collection services across the financial services, telecommunications, energy ,and retail sectors – has launched Sigma

Business outsourcing provider Sigma Connected has appointed experienced insurance specialist Susan Young as Director of Insurance Services as part of its ambition to grow in the sector. In a newly created Group-wide role, Susan will use her insurance expertise to build relations with businesses across the industry, identifying new opportunities and

Humanity has made huge leaps in what we can do with technology, but for some jobs, you still need a real person. For instance, when it comes to customer service, 75% of customers say they’d prefer to interact with a real person even as technology improves. The reason for this overwhelming preference is simple — while automation has definite advantages,

With a mounting number of outsourcing businesses carefully studying how they can operate in more socially responsible ways, the Impact Sourcing recruitment model is emerging as one way to continue to access talent in fast growing destinations across the world. For those who are unaware, or intrigued to know more, Impact Sourcing is essentially a

The World Source Marketplace for Global Business Services (GBS.World) is pleased to announce that it is a media patron for the seventh edition of the Business Services Sector (BSS) Forum and Outsourcing Stars Gala. The international conference is set to kick off on the April 19, 2023 in an exclusive venue in Warsaw, Poland. Organized by Pro Progressio,

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

In 2019, there were an incredible 1.9 billion international trips made globally and the travel sector accounted for almost 1 in 10 jobs worldwide. Then, it all came crashing to a halt as borders closed and planes remained grounded. Essentially, the travel sector experienced two whole years of virtual non-operation. Of course, the pandemic was a

What does the current economic climate mean for collections? As we go through one of the biggest periods of economic change since the global financial crisis in the late 2000s, almost every household in the UK is being impacted by the affordability crisis. According to the Office for National Statistics, 93% of adults in the UK reported an increase in their

South Africa’s BPO sector has enjoyed rapid growth, with a ~25% compound annual growth rate between 2015 and 2021, becoming a major global outsourcing and offshoring contender, particularly in the English voice-based sourcing markets. This is according to the South Africa National GBS Quantification & Investment Report 2021/22 published by Business

Outworx has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 1500 employees, Outworx has operational delivery centres in both Durban and Cape Town, South Africa. As a centre of excellence, Outworx provides an innovative, professional Business Process Outsourcing

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

Outcess Solutions has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. Outcess Solutions offer an integrated set of digital solutions to help organizations create engaging customer experiences and achieve superior customer retention and growth results.  As a leading

The customer experience (CX) industry analyst

Peter Ryan

is a good friend of mine. I’m really hoping that his

CX Outsourcers

event can take place in Las Vegas later this year because it has already been delayed a couple of times by the Covid-19 pandemic. Peter is well respected across the world and was
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As I mentioned in my recent article, the entire Business Process Outsourcing (BPO) sector has been forced to change the way they operate and also how they address the market because of the Covid-19 pandemic. Operations have largely moved to a work-from-home (WFH) delivery model, but I have seen many companies in the sector grappling with the idea that they

The Business Process Outsourcing (BPO) industry was affected and changed profoundly by the Covid-19 pandemic over the past year. Not only did it suddenly become unviable to continue using vast contact centers all over the world, but many governments declared that BPO was an essential industry that had to continue at all costs. If the contact centers had

Merchants has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 5000 employees Merchants is based in Johannesburg, Durban and Cape Town. Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. Merchants believe