South Africa has an amazing pool of talented individuals that offer diversity, cultural affinity, exceptional English and multilingual skills. How do we tap into this skills pool? With an increasing unemployment rate amongst the employable youth in South Africa, the impact of this model continually drives innovation in creating career opportunities
Mathew Conn, Group CRO, Merchants In recent years, South Africa has established itself as a prime location for outsourcing services for global organisations operating across industries and sectors – just this month, the country was named the second most favoured offshore location for contact centre delivery globally for the second year in a row, behind
Zain Patel, Managing Director, Merchants South Africa In the last six months or so, business leaders across industries and sectors have been focused on finding ways in which to reinvent and transform their processes to allow for success beyond 2020. While this has been the case for many organisations globally, the unprecedented events of this year have
Mathew Conn, Group CRO, Merchants The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies. However, the level of understanding around the best use of AI technologies, like chatbots, remains low. In 2019, a report
With the depressed economy in South Africa affecting business across most industries and sectors – retailers in particular – Merchants SA believes contact centres can not only boost sales but also give consumers a better retail experience. Ureshni Danilala-Morrison, Principle Business Unit Head at Merchants SA explains that even though most retail
Zain Patel, Managing Director, Merchants As South Africa moves swiftly towards embracing the 4th Industrial Revolution (4IR), it becomes more necessary for both businesses and individuals to focus on building the necessary skills to successfully work alongside future-ready technology, such as AI and machine learning. However, many of the soft skills in
Opinion by Clinton Cohen, CEO of iContact
South Africa’s BPO sector has gained credibility and worldwide recognition for its ability to navigate the COVID-19 pandemic, maintaining business continuity and client service, while safeguarding employee health. This has been achieved under tremendous stress as service teams experienced meteoric
In this new world, it is our responsibility as business leaders to keep driving innovation within our organisations to effectively service customers across all channels including social media support. We’ve all seen a massive shift to social media as a channel for customer engagement with as much as a 100% increase in volume in many industry sectors over
South African outsourcing specialists, CallForce, have garnered two prestigious accolades at the annual BPESA Global Business Services (GBS) Investor Conference and Awards that took place in Durban from the 19th to the 21st of November 2019. CallForce won the Top Offshore Campaign of the Year for 2019 and BPO Operator of the Year Award 2019. Monica Mamdoo
https://www.youtube.com/watch?v=vNi78_o_rAI
Our CEO, Candice Roberts addressing thousands of investors from around the world as an entrepreneur and proud catalyst for job creation in South Africa ...
“Last week I had the honour of speaking at the South Africa Investment Conference, hosted by
President Cyril Ramaphosa
at the
The start of each year presents exponential numbers of graduates from either matric or various higher learning institutions, with deliberate intentions to kick start their careers. However, just as technology rapidly changes and expands, job seeking techniques need to be advancing at the same rate. This, not only addresses newly graduates but also
Digital transformation has changed industries across the globe, and the contact centre industry must adapt to the new digital trends and transform accordingly to meet customer expectations. If you are in the contact centre industry, you will have noticed many modernisations in this sector in the past few years. The industry is responding to customer and
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