Category: Supplier News
CCI Kenya has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. With over 11,000 employees, CCI Global is the largest provider of leading Business Process Outsourcing services in Africa. CCI have several delivery locations across the continent with Kenya being home to one […]
iContact has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. With over 400 employees, iContact is based in Johannesburg and Cape Town, South Africa and is a specialised BPO operation that can offer highly tailored services to businesses anywhere in the world. iContact […]
The cost of living has skyrocketed in the early months of 2022. In the UK, the Consumer Prices Index (CPI) — the primary measure of inflation — hit 7% in March 2022, the highest rate since March 1992. CPI also climbed to 8.5% in the US, its highest rate since 1981. In addition, the annual […]
Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within […]
Bring Your Own Device (BYOD), the trend of employees using their personal devices to connect to their employer’s network, is having a transformational effect on contact centers and the way they deliver customer experience (CX). As the business world settles into work-from-home (WFH)/hybrid working models, BYOD policies among contact centers are becoming more prevalent. In […]
The growth in the availability of data, and in organisations’ ability to interpret and create value from it, is one of the major challenges, and opportunities, faced in modern business. Webhelp have been working in partnership with the Contact Centre Management Association (CCMA) to look at this, to better understand the world of data and […]
The global digital skills gap has hit an inflection point, where demand for IT talent is outpacing an already short supply. In 2020, 78% of global IT leaders have indicated that their organizations are suffering from a digital skills gap – a 145% increase since 2016. Almost US$11,5 trillion in cumulative GDP growth will be […]
Key facts and highlights: The current size of the global Alternative Legal Services (ALS) market is US$14 billion Claims processing, credit lifecycle management and government /regulatory findings (IP, securities) are the top three legal functions to be outsourced over the next year. Robotic Process Automation (RPA), Artificial Intelligence (AI) and billing and invoicing tools are […]
Outsourcers are in a constant arms race in providing bespoke solutions to global clients, driving innovation, collaboration, and improved quality in service delivery. However, clients are demanding even more tailored deliverables through specialized services. This has led to outsourcers to develop multi-processing services to achieve optimal customization. Cloud technology, automation and analytics has paved the […]
The last year has challenged all of us in more ways than one. COVID-19 has changed a lot of things; change can often impact our mental health and wellbeing. From an employee satisfaction survey taken soon after COVID-19 was seen as a longer term issue, we saw that people were worrying over things such as […]
