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In European news, it is estimated that the global centre software market will achieve a compound annual growth rate (CAGR) of 20.9% between 2020 and 2026, where the market will grow from USD$24,1 billion to USD75,5 billion during this period. The increasing adoption of contact centre technologies, social media channels, virtual and cloud-based contact centre […]

Brand experience and ease of use is one of the key drivers of customer retention and greater wallet share. And when it comes to an ecommerce-based business, the stakes are even higher to stay relevant and communicate with your market wherewith a median they’re comfortable with. Is email or chatbot enough? Now is the time […]

Egypt has consistently positioned itself to become a major hub of business and technology services to organizations situated in North America, Europe, the Middle East and Africa. As a result, the Middle East and North African nation has grown to become one of the leading business process outsourcing (BPO) and information technology outsourcing (ITO) destinations […]

This buzzword has been around for almost 3 decades, rapidly evolving in its definition and is often accompanied with an overwhelming sense of urgency, but the honest reality is that it is no longer a buzzword but a fundamental necessity for businesses to succeed in retaining their customers. In the same breath, it is not […]

American Express, U.S. Bank, Citizens Bank, and Wells Fargo showed the largest year-over-year gains in customer satisfaction (CSAT), but all top 15 banks in the United States also showed improvement in this key metric. The results were based on the Verint Experience Index a banking benchmark survey of consumer satisfaction with 15 leading banks and […]

Video-based customer service is essential in providing a holistic and fully encompassing omnichannel solution to enhance the customer journey! With the drive for self-service options becoming the norm, customers are looking to service providers that offer the personal touch of face-to-face engagement that creates efficiency in their query resolution process. In the Telco sector, research […]

On Wednesday, May 31, 2017 Customer Contact Solutions Nigeria Limited (CCSNL) a business process outsourcing and customer engagement company, hosted corporate leaders in Nigeria to a memorable brand re-launch event at the prestigious Civic Centre in Victoria Island, Lagos. The brand re-launch, which, also included a name change from CCSNL to OUTCESS, was the culmination […]

Stop and think about the numerous ways you communicate. Just this week, I called for a vet appointment, texted my orthodontist about payments, messaged a colleague on LinkedIn, used web chat to get help with my taxes and used an app to order dinner. And, as we all bounce across these different channels, it seems […]

South Africa has an amazing pool of talented individuals that offer diversity, cultural affinity, exceptional English and multilingual skills. How do we tap into this skills pool? With an increasing unemployment rate amongst the employable youth in South Africa, the impact of this model continually drives innovation in creating career opportunities that are both effective […]