Category: Weekly News

The week started with exciting news in Canada, where Hinduja Global Solutions (HGS) Canada, a provider of digital customer experience (CX) and business process outsourcing (BPO) services, was officially certified as a Great Place to Work®. The certification is based on employee feedback on workplace culture using the Great Place to Work® Trust Index

Americans are fed up with customer service, as indicated by 74% of surveyed consumers who say they've had product or service problems in the past year. This is according to findings in the Customer Care and Measurement Consultancy 2022 National Customer Rage Survey. Other key findings included 43% of customers yelled or raised their voices to express

To help American consumers reach their goals and fuel their passion, Office Depot, a leading office supply retailer, has launched their brand platform, Imagine Success. The platform allows customers to share success stories, while also housing a content hub offering informational articles, studies and buying guides. The key objective of Imagine Success is to

The Philippines is expected to exceed its business process outsourcing (BPO) sector growth targets by the end of this year, projected to reach a market size of US$35,9 billion and employ 1,7 million workers, according to the IT and Business Process Association of the Philippines (IBPAP). Survey findings indicate that 83% of Filipino-based BPOs expect growth

The top 500 global outsourcing providers have been identified and released in the Time Doctor OA500 2023 Index. The index analyzes, compares and tracks firms across the outsourcing market. According to the results, the top five global outsourcing firms include Accenture, Teleperformance, Wipro, Siemens and Cognizant. Over 50 new consulting job opportunities

Although American consumers have returned to physical retail stores, a considerable portion of them - 40% - find the experience "less enjoyable" than before the pandemic began in Spring 2020. This is according to findings in the Theatro 2023 Retail Customer Experience Survey. Those expressing dissatisfaction attributed their experiences to a lack of staff

The week was rocked by news of a content moderator in Kenya suing an outsourced provider contracted by Meta for work-related PTSD. Spending over eight hours a day filtering horrific content on the internet, such as beheadings, suicides and child abuse, the moderator indicated that he was not paid a salary commensurate with experience. For eight months, Meta

A study conducted by Conversica, a provider of AI-powered conversation automation solutions, found that 60% of business-to-business (B2B) buyers that use chatbots did not have a satisfactory chat experience. The survey, titled Chatbot Experience: How Satisfied Are Enterprise Buyers?, also revealed that B2B buyers are turning away from traditional chatbots

While global retailers are battling to keep costs down, they are also having to consider increasing wages to attract and retain talented workers. This is undertaken in an effort to maintain quality customer experience (CX) delivery, according to an Insider Intelligence news report. In fact, Walmart is increasing its starting wage by 17%. Conversely, Amazon

It was not a great start to 2023 for US

financial services giant, Bank of America, as irate customers reported issues with payments processed via Zelle, a money transfer service, resulting in funds disappearing from their accounts. However, Bank of America has reacted and resolved the issue amidst a social media blitz from customers. The global

South Korean automaker, KIA, has warned dealerships in the US about poor customer experience (CX) performance in response to being ranked last out of 16 other major automakers in a customer sales satisfaction study by J.D. Power. The report gathered data from 37 000 consumers, asking them to share their experiences with various steps in the dealership

Rwanda has over 484 000 available youth (of which an estimated 62 000 speak English at a B2 proficient level). These young people are qualified – with work readiness training - to deliver Global Business Services/Business Process Outsourcing (GBS/BPO), according to the Rwanda GBS Case Study & Special Country Report, prepared by Genesis GBS and released

Poor customer experience (CX) among Australian retailers is costing them AU$82 billion per year. As a result, retailers risk losing 7% of their potential revenue, according to data in the Qualtrics 2023 Global Consumer Trends report. Approximately 19% of interactions in the Australian retail sector are reported to be ‘’very poor’’ – an increase of 7%

The week kicked off with the prestigious European Contact Centre & Customer Service Awards, which was held on the 21 November in London. The awards recognize enterprises, teams and projects across Europe that standout as leaders in delivering exceptional service to customers. Some of the prominent gold winners included 24-7 InTouch (Best New Contact

In global customer experience (CX) news, financial institutions that generate personalized, innovative and trustworthy CX are more successful in acquiring new customers, retaining talent and achieving their financial goals, according to a research report commissioned by Genesys. The Challenge of Customer-Centric Banking Report also highlights the difficulty

A major data breach via a ransomware attack was reported by American collections provider, Convergent Outsourcing. Unauthorized actors have gained access to confidential and sensitive information, including customer names, contact information, financial account numbers and Social Security numbers. Convergent Outsourcing has been blamed for deploying weak

The UK customer experience (CX) market was rattled by the news that Deliveroo, a delivery company, was rated as the most disliked brand in the country, with 33% negative reviews, according to a Trustpilot report. Rudeness and dishonesty were some of the keywords describing Deliveroo’s contact center agents. To determine the rankings, review data on the UK’s

Changing global customer experience (CX) dynamics have also been reflected in the American chocolate industry, according to Clootrack Software Labs’ End to End Customer Experience in the Chocolate Industry in the USA report. An increasing number of consumers are buying their favorite chocolate brands online from all corners of the world, which presents an

American multinational conglomerate, Amazon, will be hiring 150 000 employees throughout the US to ensure a seamless holiday experience. A range of full-time, seasonal and part-time roles are being advertised from picking and packing to sorting and shipping across all experience levels. The company affirmed that these roles can be the start of a long-term

African metaverse content creators are being targeted by Meta, a multinational technology conglomerate, who say African talent is key to unlocking the potential of the emerging technology. The announcement was made during the company’s exclusive extended reality (XR) exhibition, which featured six finalists from the “Future Africa: Telling Stories, Building