Category: Weekly News

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

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