Category: Industry News

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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What is a self-managed team and how does it work?

Although the traditional, hierarchical team structure has been a workplace staple for decades, it may no longer be the most efficient way for some businesses to work. With customer experience (CX) and employee retention being more important than ever before, business leaders must think of innovative ways to make the most of their employees' skills whilst

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