Category: Supplier News
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 […]
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 […]
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 […]
