Category: Weekly News

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

Community members in Soweto, South Africa, celebrated the launch of Merchants contact centre which will catalyse much-needed job creation opportunities. Situated in Soweto’s Jabulani precinct, the contact center is in the same township that housed both former President Nelson Mandela and Bishop Desmond Tutu, who both had visions of greater empowerment and

The week started on a controversial note in the US where Sitel Group’s legal tussle with Sutherland Global Services is tipping in favor of the latter, according to a report by Nearshore Americas. It is alleged that Sitel Group illegally acquired confidential company information from Sutherland, using it to win business with at least one major client. A

In global retail, major brands are bracing themselves for a new disruption in shopping trends stemmed by a notable increase of Gen Z shoppers into the retail space. According to a RetailCustomerExperience report, Gen Z consumers shop across multiple channels. Findings revealed that 56% of Gen Z shoppers are more likely to have shopped for fashion in-store

Over 80 senior customer experience (CX) outsourcing knowledge leaders, analysts and executives gathered in Las Vegas, Nevada from September 14 to 15 for two days of insights and ideation delivered by the annual CxOutsourcers Mindshare Event. Discussion points on the first day focused on blending technology with the human touch, emerging vertical industry

Every day, one South African has been hired by TransUnion since the launch of its business process outsourcing (BPO) centre in March 2021. The TransUnion Global Capability Centre Africa (GCC Africa) has employed over 500 South Africans, 70% of which are women. Avesh Singh, VP of operations and head of the GCC Africa highlighted how the local talent brings

Europe was a hub of excitement as Sitel Group was named a finalist 15 times across 12 categories in the European Contact Centre & Customer Service Awards (ECCCSAs) 2022.  Sitel was recognized in a range of categories as a finalist, including Sitel UK (Most Effective Management of Peak Demand), Sitel Spain - Madrid MAXhub (Best New Contact Centre) and

Customer experience outsourcing executives are getting ready for the 2022 CxOutsourcers Mindshare Event running from September 14 – 15 in Las Vegas, Nevada. The two-day exclusive conference for C-Level outsourcing professionals will share the latest research, strategy, content and best practice that will equip CX leaders in gaining a competitive edge and

Approximately 38% of US consumers do not feel any loyalty to a brand and will easily switch to a competitor, according to findings in the TechSee 2022 State of Customer Loyalty and Churn. Focusing on the on the impact of the pandemic on consumer behaviors, the report also found that 43% of US customers switched products or cancelled a contract due to poor

At the European Customer Experience Awards 2022, Fujitsu was recognized with a Gold award for its customer experience (CX) transformation by demonstrating significant and rapid CX improvements across the region. In less than two years into the program, Fujitsu's CX Coaching approach and techniques have had a substantial beneficial impact on Net Promoter

India could lose its outsourcing edge to countries in Eastern Europe, according to Wipro board member, Jagdish Sheth, in an interview with the Economic Times. And yet Indian IT companies such as Infosys, TCS and Wipro are also turning to Poland, Hungary, Romania and the Czechia both for the talent and for the captives that are peppered across the region.

For the tenth consecutive year, American telecommunications giant, T-Mobile, has clinched the top ranking among Mobile Network Operators in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study. Scoring 26 points above the segment average, T-Mobile’s first place positioning is testament to its focus on delivering excellent

Customer experience (CX) scores for Malaysian brands is fairly average, scoring 3.8 compared to the Asia Pacific's (APAC) average of 3.9, according to the Infobip APAC study. Focusing on how people and automated engagement has evolved, the report also noted how neighboring countries such as Indonesia (4.1) and Thailand (4.2) had higher CX scores, while

Unleashed pent-up demand and lifestyle shifts influenced by the pandemic will be core drivers in an improved US travel industry outlook, according to the 2022 Deloitte Travel Outlook Report. This despite recent difficulties by air travel operators to manage spikes in demand. The report indicates that corporate travel is expected to improve gradually through