Category: Industry News

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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Are you leveraging your customer contact center data as the fundamental CX differentiator that it can be? 

Your customer service contact center should be the hub of your customer service strategy and design. It is the melting pot where all that is right and wrong with your customer experience will ultimately manifest - where every enquiry, compliment and complaint will either be efficiently resolved to create a raving ambassador for your brand, or left to fester,

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Help your customers: 5 ways to deal with debt

The cost of living has skyrocketed in the early months of 2022. In the UK, the Consumer Prices Index (CPI) — the primary measure of inflation — hit 7% in March 2022, the highest rate since March 1992. CPI also climbed to 8.5% in the US, its highest rate since 1981. In addition, the annual inflation rate in Australia surged to 5.1% in Q1 of 2022, marking the

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How ‘’Bring Your Own Device’’ (BYOD) Technology is a Game Changer in the Contact Center Environment

Bring Your Own Device (BYOD), the trend of employees using their personal devices to connect to their employer’s network, is having a transformational effect on contact centers and the way they deliver customer experience (CX). As the business world settles into work-from-home (WFH)/hybrid working models, BYOD policies among contact centers are becoming

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Outsourcing firm launches new South African venture with Cape Town’s Mitchell’s Plain set to see new jobs

22 March 2022 CAPE TOWN, SA Outsourcing firm launches new South African venture with Cape Town’s Mitchells Plain set to see new jobs A respected South African outsourcing firm has announced its entry into the country’s domestic market in a move which will create up to 1,000 new jobs in local communities. Sigma Connected, which offers ‘white

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