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More organizations globally are choosing to outsource business services such as customer support, contact centers, HR management, digital channel fulfillment, accounting, legal and training. Multiple factors influence this strategic decision to outsource services, including cost reduction, accessing value-add services, tapping into best practice, improving customer experience lifecycle management and service delivery, and mitigating business continuity […]

Competition has steadily been heating up in the retail sector for some time. Customer preference toward online shopping is expected to continue as total worldwide sales are forecast to surpass $30 trillion (USD) by 2025. At the same time, retailers are also contending with shifting consumer tastes as sustainability becomes more important in major markets […]

Webhelp has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all […]

Your customer service contact center should be the hub of your customer service strategy and design. It is the melting pot where all that is right and wrong with your customer experience will ultimately manifest – where every enquiry, compliment and complaint will either be efficiently resolved to create a raving ambassador for your brand, […]

Customer complaints have reached an all-time high in the UK, costing businesses over £9 billion a month in staff hours, according to findings in the UK Customer Satisfaction Index (UKCSI). The index also revealed that 17.3% of UK customers have experienced a product or service problem. The quality and dependability (42.8%) and suitability (26.4%) of […]

Sigma Connected has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. With over 4.000 employees, Sigma Connected is based in South Africa, the United Kingdom, and Australia. Sigma Connected is a multi-award-winning provider of outsourced contact centre services, business process outsourcing, training and […]

Customer Experience (CX) quality has dropped for 19% of brands in the US this year, according to Forrester’s  (CX Index™) rankings for 2022. This is the highest proportion of companies to deteriorate in one year since the study’s inception. Furthermore, CX quality has returned to early-2020 levels, reversing gains made in 2021. The drop is […]

Outsource Global has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. With over 1,000 employees Outsource Global is Africa’s leading business and knowledge process outsourcing company, serving clients in the US, UK and Japan. They are an ISO certified contact centre, and the […]

Brussels was a hub of activity with delegates from Eastern Europe and other global regions attending the annual Future of Emerging Europe Summit & Awards 2022. The event recognizes and celebrates the region’s achievements in sustainability, innovation and entrepreneurship. Additionally, the event celebrated the release of the 2022 edition of the 200-page Future of IT […]

Interact has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. With almost 1,000 employees Interact provides world class CX from across its UK sites and home-based teams. In addition, Interact operates in several sites across Durban, South Africa. Interact is a leading CX […]