Category: Industry News

Israel–Hamas conflict impacts BPO/IT service delivery – but the resilience of the sector is apparent in the region

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

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Sigma Connected Group announces entry into US market

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

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Customer service in telecoms: it’s all about better connections – by Rob Sawle

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,

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GBS.World named as media sponsor of the Business Services Sector (BSS) Forum and Outsourcing Stars Gala

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,

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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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