Key facts and highlights: The current size of the global Alternative Legal Services (ALS) market is US$14 billion Claims processing, credit lifecycle management and government /regulatory findings (IP, securities) are the top three legal functions to be outsourced over the next year. Robotic Process Automation (RPA), Artificial Intelligence (AI) and billing
Outsourcers are in a constant arms race in providing bespoke solutions to global clients, driving innovation, collaboration, and improved quality in service delivery. However, clients are demanding even more tailored deliverables through specialized services. This has led to outsourcers to develop multi-processing services to achieve optimal
Did you know that once a provider loses a customer, 68% of them won't return? Aside from a few exceptions, most top brands won't be able to maintain their status as market leaders based solely on their products and services anymore. Now, more than ever, you must ensure that you have a strong customer experience strategy in place that exceeds people's
A South African business outsourcing company has created over 1,000 new jobs following a number of large client wins as well as growth from existing clients. Western Cape based Sigma Connected Group, which offers a blend of offshore and onshore ‘white label’ contact centre services across the energy, water, retail and financial services sectors, has
The last year has challenged all of us in more ways than one. COVID-19 has changed a lot of things; change can often impact our mental health and wellbeing.
From an employee satisfaction survey taken soon after COVID-19 was seen as a longer term issue, we saw that people were worrying over things such as ‘how to achieve a better work life
As the CEO of Debt-IN (soon to be rebranded as Capability Working Capital Solutions), an External Debt Collection agency (EDC) specialising in the recovery of debt since 2008, I have seen a shift in the expectation that clients have in terms of the management of their debt portfolios. The desired approach has changed in my view from one of “collect as much
Sigma Connected, Business Process Outsourcing specialists, explain how businesses can unlock value, by outsourcing. The applications and benefits are extensive, but the sheer flexibility that outsourcing affords cannot be understated. What is outsourcing? Outsourcing is a way in which companies entrust the processes of their business functions to
Speech analysis can deliver real business benefits when correctly calibrated Competitive pressures and increased emphasis on customer experience (CX) have transformed contact centre service providers into ‘’data hungry’’ organisms. Many have calibrated speech analysis tools to capture, internalise and gather value. Speech analysis software examines
CallForce celebrated Women’s month this year with a heart of gratitude for all the incredible women in lives – mothers, wives, mentors, leaders, sisters and colleagues. As a true token of our appreciation and in support of this special time in expressing our gratitude, we celebrated with an initiative from our team to recognise and appreciate the love,
As world economies drive their COVID recovery plans and reopen markets, South Africa’s Business Process Outsourcing (BPO) sector has surged on the back of steps taken by global businesses to mitigate their location and overhead risks by offshoring to the country. With South Africa nominated most favored offshore destination for CX delivery services in
One of the key fundamentals in any industry is to meet and exceed your customers’ ever-growing expectations. With the Global Logistics Industry expected to reach $15 billion by 2027, are you truly geared for a future that is highly dependent on an optimised digital customer service experience? In a world that’s rapidly transitioning to more tech
Nigeria is quickly emerging as an
ideal location for the delivery of business process, customer experience and contact centre outsourced services to the global and domestic markets. Noted for being Africa’s largest economy, the country has a heavy reliance on natural resources, especially the export of oil. Therefore, there is a need to diversify
It will soon be 2 years since the GBS sector along with the rest of the business world were thrust into fast tracking digital migration strategies for two of our key assets, the consumers we service and our talented employees.
The world of a hybrid lifestyle is here to stay!
Whether it be shopping online with the occasional visit to a store,
The pandemic catapulted virtually every industry sector and business into the digital realm, whether they were ready or not. Many organisations were thrown headfirst into online working models, having to stress test their effectiveness and planning, adapting to new technology platforms and circumstances under huge pressure, time and cost constraints.<br
Brand experience and ease of use is one of the key drivers of customer retention and greater wallet share. And when it comes to an ecommerce-based business, the stakes are even higher to stay relevant and communicate with your market wherewith a median they’re comfortable with. Is email or chatbot enough? Now is the time where businesses need to review
Egypt has consistently positioned itself to become a major hub of business and technology services to organizations situated in North America, Europe, the Middle East and Africa. As a result, the Middle East and North African nation has grown to become one of the leading business process outsourcing (BPO) and information technology outsourcing (ITO)
This buzzword has been around for almost 3 decades, rapidly evolving in its definition and is often accompanied with an overwhelming sense of urgency, but the honest reality is that it is no longer a buzzword but a fundamental necessity for businesses to succeed in retaining their customers. In the same breath, it is not a one size fits all approach—each
Video-based customer service is essential in providing a holistic and fully encompassing omnichannel solution to enhance the customer journey! With the drive for self-service options becoming the norm, customers are looking to service providers that offer the personal touch of face-to-face engagement that creates efficiency in their query resolution
On Wednesday, May 31, 2017 Customer Contact Solutions Nigeria Limited (CCSNL) a business process outsourcing and customer engagement company, hosted corporate leaders in Nigeria to a memorable brand re-launch event at the prestigious Civic Centre in Victoria Island, Lagos. The brand re-launch, which, also included a name change from CCSNL to OUTCESS, was the
Stop and think about the numerous ways you communicate. Just this week, I called for a vet appointment, texted my orthodontist about payments, messaged a colleague on LinkedIn, used web chat to get help with my taxes and used an app to order dinner. And, as we all bounce across these different channels, it seems some channels simply work better for the task
Find certified providers with
trusted reviews to service your business.
Links
Services
Get Instant Access to News & Research
Copyright © Genesis Global Business Services (Pty) Ltd
Privacy Policy | Terms & Conditions