Blog
The Africa Global Business Services (GBS) Buyers Choice Report uncovers the continent’s capabilities as a world-class offshore business services destination for international investors, buyers and operators. Valued at US$8,3 billion and projected to rise to US$11,7 billion by 2023, Africa’s GBS offshoring market alone is poised to become a new frontier for GBS delivery. The […]
A leading independent Moroccan customer experience (CX), business process and medical outsourcing provider, Outsourcia, has confirmed a majority stake in its business has been acquired by SPE Capital, an independent equity firm focused on the Middle East and Africa region. Amounting to US$33 million, the deal will see SPE Capital taking over from AfricInvest, which […]
The share of consumers in Asia-Pacific (APAC) actively using digital banking has increased by 88% this year, compared to 65% four years ago, according to McKinsey’s 2021 Personal Finance Survey. The report is one of several highlighting how customers’ digital experience is reshaping traditional banking services and relationships in the region. As such, financial services […]
Unintegrated and inaccessible data, too much agent complexity and slow digital adoption are the biggest barriers to customer experience (CX) and agent productivity, according to a LiveVox and Omdia study, entitled “Are Agents Ready for the New Digital Reality?”. The study surveyed 530 customer-facing agents across key verticals including retail, healthcare and financial services. One […]
Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within […]
Bring Your Own Device (BYOD), the trend of employees using their personal devices to connect to their employer’s network, is having a transformational effect on contact centers and the way they deliver customer experience (CX). As the business world settles into work-from-home (WFH)/hybrid working models, BYOD policies among contact centers are becoming more prevalent. In […]
The growth in the availability of data, and in organisations’ ability to interpret and create value from it, is one of the major challenges, and opportunities, faced in modern business. Webhelp have been working in partnership with the Contact Centre Management Association (CCMA) to look at this, to better understand the world of data and […]
The week started with acquisition news in India, with Wipro, a leading business process outsourcing (BPO) firm, acquiring Rizing Intermediate Holdings, Inc., a global SAP consulting firm. The purchase will expand Wipro’s capabilities as an advisor in complex SAP transformations to turn businesses into intelligent enterprises. Wipro stated that the acquisition was driven by Rizing’s […]
Key Facts and Highlights South Africa’s domestic and international GBS/BPO market is estimated to be worth $4.7 billion and employing over 261,000 workers. The largest global markets serviced from South Africa for GBS services include the UK (61%) with notable and ongoing growth in the US (20%). South Africa delivers 18% (estimated) better customer experience […]
The week commenced with the acquisition of a Croatian-based provider of outsourced specialized services, heloo, by TaskUs, a global leader in outsourced digital services and next-generation customer experience (CX). heloo delivers digital CX solutions to European technology companies, particularly in the e-commerce and gaming vertical industries. The acquisition forms part of TaskUs’ strategy to expand […]
