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Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-established role of Group Director of Client Partnerships. As a customer experience expert, in her new role, Avinou will lead the evolution of client relationship management across all locations including UK, Australia, and USA. Reporting to the Group’s Chief Commercial Officer […]

The capital city of Georgia, Tbilisi, drew much attention this week as the location hosted top global analysts and outsourcing executives for the BPO Leadership Summit. Notable delegates included Peter Ryan, Amal Hassan, Kirk Laughlin, Marianne Rutz, Mauricio Velasquez, Michael Zdanowski, Sanjay Mehta, Sean Duncombe, and Simon Kriss, to name a few. They were hosted […]

In an effort to manage the surge in contact-center demand from its customers due to increased waiting times, Air New Zealand has implemented a short-term outsourcing solution. Over 500 contact center workers have been outsourced from the Philippines to expand the New Zealand airline’s call center support workforce, with the hopes to improve customer experience […]

The Forum conference venue in Johannesburg, South Africa, was a hive of activity on October 12 as dignitaries and delegates attended the annual Solutions Exchange 2023. Hosted by Harambee, the event brought together thought leaders from various sectors to discuss South Africa’s youth unemployment crisis, which affects 8.8 million young individuals. Panelists from diverse sectors […]

News this week from Australia is that Optus, headquartered in Adelaide, has laid off approximately 150 employees – almost half of its contact center workforce. The decision from the telco company is reportedly going to “simplify” its business, though there is speculation from whistleblowers, as the company hired and trained new staff only a few […]

Multinational technology conglomerate Meta will soon be announcing a new generative AI chatbot aimed at younger users. The new chatbot, Gen AI Personas, from the California-based company will enable users to select from a variety of ChatGPT ‘personas.’ The company expects that these personas will better engage younger users. Also in ChatGPT news, the renowned […]

The global IT and business consulting services giant, CGI, and the multinational convenience-store chain, Alimentation Couche-Tard, have announced a 10-year strategic partnership. The partnership between the two Canadian-based organizations, valued at C$380 million, will see the global convenience store making use of CGI’s managed IT services to advance its customer and employee experiences and accelerate […]

Over 1,000 banking industry leaders and more than 12,000 consumers across five continents were surveyed for the Embedded Finance: Creating the Everywhere, Everyday Bank survey. While 80% of global banking consumers currently prefer to deposit their salary and keep their savings in traditional banks, 16% of respondents globally are already comfortable embracing the full digital experience with branchless institutions. […]

The Information Technology Industry Development Agency (ITIDA) has announced that SoluGrowth has become the first South African outsourcing company to invest in Egypt. The company achieved a 36% growth rate in its fiscal year in March 2023, and made an announcement this week that it will be opening a new office in Cairo. This further […]

The results of the 2023/24 GBS World Competitiveness Index and rankings, drawn from extensive survey data from the Global Voice of the Buyer Survey, have been released. A total of 380 interviews were conducted with global enterprise executives – many of whom outsource and offshore customer experience (CX) and back office services. Egypt, India, Jamaica, […]