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Navigating the Complexities of CX Outsourcing in a Gig Economy Opinion by Clinton Cohen, CEO of iContact BPO In the customer service realm, ‘GigCX’ has been touted as a go-to solution for businesses looking to stay competitive. By upscaling and diversifying their customer experience skills, they can meet seasonal and fluctuating market demands. Many are […]

The executive arm of the Egyptian Ministry of Communication and IT, ITIDA, and the UAE’s Mashreq Global Network (MGN) have signed an agreement to expand MGN’s operations in Egypt. The deal, witnessed by Egyptian Prime Minister Mostafa Madbouly and Minister of Communication and Information Technology Amr Talaat, entails MGN hiring a minimum of 300 Egyptian […]

Scottish-based telecommunications network, EE, is set to close its Greenock contact center in Scotland, affecting approximately 450 workers. Impacted employees will have to relocate to the Glasgow center, about 28 miles away. EE cites the need for substantial investment to bring the Greenock building up to standard. BT Group, EE’s parent company, emphasizes ongoing investments […]

Sigma Connected, UK-based BPO provider, is celebrating the success of a long-term partnership with a South African based organization. The partnership has helped secure jobs for hundreds of unemployed youths from socially and economically disadvantaged backgrounds. Sigma Connected Group – which is headquartered in Birmingham and provides contact centre services for the utilities, retail, telecommunications, […]

Additional investment and expansion plans in Africa were announced this week from Cairo, Egypt, where VXI Global Solutions, a global BPO provider, is launching a CX delivery center. The new center, opening by March 2024, will create 500 jobs for the industry, with aims to tap into Egypt’s skilled talent pool and foster economic growth. […]

Delivery firm DPD faced embarrassment in the UK this week as its AI chatbot, designed for customer interaction, began swearing and criticizing the company when prompted by a customer. The incident pressed DPD to disable the AI element of its chatbot, attributing the behavior to an error following a system update. This incident adds to […]

Debt-management specialist TDX Group, an Equifax company, has partnered with business outsourcing provider Sigma Connected, drawing on their respective debt insights and collection expertise for an all-in-one recovery solution package for clients. The strategic link-up will see Sigma Connected and TDX Group working closely on white label customer-service support for organisations spanning the telecommunications, utilities, […]

After a hiatus over the festive period, we are excited to be back in action, bringing you the latest updates on global business services (GBS) and customer experience (CX) from around the world. In a significant development for urban development in Africa, CCI Global has been featured in The Economist for its pivotal role in […]

The global business services market is no doubt a competitive one. However, Dialfire has emerged as a clear example of innovation and efficiency. This cloud-native telephony platform is transforming the way businesses approach both inbound and outbound phone campaigns. Dialfire’s core services are designed to enhance the efficiency and effectiveness of telephony campaigns, enabling the […]

Global customer management services provider, CCI South Africa, has launched a groundbreaking contact center in Umlazi just outside of Durban, focusing on improving commutes and job accessibility in underrepresented communities. This marks the company’s first contact center in a township, aiming to bolster employment opportunities for residents. With plans to partner with CareerBox Africa, the […]