Blog
News that Ukrainian IT outsourcers (ITOs) have managed to continue operating amid the violent Russian invasion has been nothing but inspiring. Many of the country’s ITOs have implemented innovative measures to ensure business continuity, including relocating thousands of employees to the relatively safer western regions of Ukraine, particularly in the tech hub of Lviv. Work-from-home […]
Opening the week on a celebratory note was San Francisco-based sales engagement platform, Groove, being awarded two 2022 Stevie® Awards for Sales & Customer Service. For the second year in a row, Groove received a Silver Stevie Award for “Front-Line Customer Service Team of the Year” and a Bronze Stevie Award for “Customer Service Department […]
The South African GBS fraternity was a huddle of excitement with the announcement of the 2021/2022 South Africa National GBS Quantification & Investment Report. The report profiles, analyzes and evaluates South Africa’s GBS capabilities, intending to assist investors, buyers and global clients in obtaining strategic market intelligence, benchmark data and insights into South Africa. In […]
Augmenting its existing investment in Africa, Amazon Web Services’ cloud contact center capabilities have been broadened with the deployment of Amazon Connect in Cape Town, South Africa. Amazon Connect offers a highly scalable and cost-effective omnichannel cloud contact center solution, helping to improve customer service across numerous channels, such as voice and chat, at a […]
It was an exciting week for Malta-based human capital and outsourcing services, OZO Group, as it announced its expansion into Budapest, Hungary after it was selected to be the professional partner of an international group in the country. As its first international assignment, this partnership is fulfilling the group’s vision to expand beyond its borders. […]
The week started with an industry acquisition when it was announced from India that business process management firm, Hinduja Global Solutions (HGS), will be acquiring Brisbane firm Diversify Offshore Staffing Solutions, a provider of outsourcing and offshoring services in the Philippines. Valued at US$27,9 million, the acquisition will see HGS absorbing Diversify’s 50 clients, most […]
Singaporean digital customer experience solutions provider, TDCX, announced its expansion into South Korea, the company’s fourth new market in two years. The expansion will strengthen TDCX’s Korean language capabilities and increase its market share in the East Asian nation. The company views South Korea as a fast-paced and dynamic market, whose 52 million inhabitants are […]
Another partnership has emerged in South Africa, where global customer experience management firm, iSON Xperiences, has been appointed by MTN South Africa as their outsourced customer service provider. Combined with the Vodacom deal through the acquisition of Altron People Solutions late last year, iSON Xperiences now dominates a significant portion of the South African telecom […]
Social media was abuzz towards the end of 2021 and the beginning of 2022 with the news from Jamaica that Transparent BPO has opened its first delivery site in the MJS Technology Park located in the Caribbean nation’s capital, Kingstown. This strategic move is a win for local jobseekers, as the global BPO contact center […]
Did you know that once a provider loses a customer, 68% of them won’t return? Aside from a few exceptions, most top brands won’t be able to maintain their status as market leaders based solely on their products and services anymore. Now, more than ever, you must ensure that you have a strong customer experience […]
