Category: Industry News

Impact Sourcing—Opening Up the Talent Pool

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

Read More

The pitfalls of AI for customer experience

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

Read More

How to kick start your career in 2019

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

Read More

Digital transformation in contact centres…

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

Read More