Blog
Emerging markets dominated the Top 5 Most Favored Offshore CX Delivery Points of 2021, according to findings from the 2021 Global Front Office BPO Omnibus Survey conducted by Ryan Strategic Advisory. The list was based on rankings and scores from over 628 enterprise contact center strategic decision-makers in Australia, Canada, France, Germany, Italy, Spain, the […]
Mathew Conn, Group CRO, Merchants In recent years, South Africa has established itself as a prime location for outsourcing services for global organisations operating across industries and sectors – just this month, the country was named the second most favoured offshore location for contact centre delivery globally for the second year in a row, behind […]
Zain Patel, Managing Director, Merchants South Africa In the last six months or so, business leaders across industries and sectors have been focused on finding ways in which to reinvent and transform their processes to allow for success beyond 2020. While this has been the case for many organisations globally, the unprecedented events of this […]
Mathew Conn, Group CRO, Merchants The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies. However, the level of understanding around the best use of AI technologies, like chatbots, remains low. In 2019, a report by Microsoft […]
With the depressed economy in South Africa affecting business across most industries and sectors – retailers in particular – Merchants SA believes contact centres can not only boost sales but also give consumers a better retail experience. Ureshni Danilala-Morrison, Principle Business Unit Head at Merchants SA explains that even though most retail businesses have invested […]
Zain Patel, Managing Director, Merchants As South Africa moves swiftly towards embracing the 4th Industrial Revolution (4IR), it becomes more necessary for both businesses and individuals to focus on building the necessary skills to successfully work alongside future-ready technology, such as AI and machine learning. However, many of the soft skills in question are not […]
Opinion by Clinton Cohen, CEO of iContact South Africa’s BPO sector has gained credibility and worldwide recognition for its ability to navigate the COVID-19 pandemic, maintaining business continuity and client service, while safeguarding employee health. This has been achieved under tremendous stress as service teams experienced meteoric increases in customer service support queries amidst […]
A global webinar presented by Genesis Global Business Services and Ryan Strategic Advisory outlined important trends and opportunities within the global contact center offshoring market for Africa’s burgeoning BPO/BPS outsourcing delivery sector. The African continent offers a broad array of emerging and mature offshore markets, as outlined in the Front Office BPO Omnibus Survey by […]
In this new world, it is our responsibility as business leaders to keep driving innovation within our organisations to effectively service customers across all channels including social media support. We’ve all seen a massive shift to social media as a channel for customer engagement with as much as a 100% increase in volume in many […]
A panel of experienced industry professionals across multiple domains discussed the trends driving BPO nearshore trends in Europe. Based on research from the Front Office BPO Omnibus Survey conducted by Ryan Strategic Advisory, European respondents ranked the established location of Poland as their nearshore destination of choice for contact center delivery. The North African nearshore […]
