Category: Industry News

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
<br

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

Kura has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 2,500 employees Kura is based in Durban, South Africa and in the UK. Kura is the UK’s Largest Independent Outsourcer. Kura provides award-winning outsourced (and insourced) contact centre service from UK

Genesys has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. Genesys is based in Johannesburg, South Africa and have over 5,000 employees. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the

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

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

Connect iQ has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. Connect iQ is based in Durban, South Africa, they are not just an expert quality and compliance service provider, they are also a specialist customer and agent INSIGHT service provider. Using a suite of

Capability BPO has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. With over 1.000 employees Capability BPO is based in South Africa, Albania, Romania, Netherlands and Suriname. Capability BPO™ is a proudly South African Global Business Process Outsourcing company,