Category: Supplier News
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 […]
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 […]
South African outsourcing specialists, CallForce, have garnered two prestigious accolades at the annual BPESA Global Business Services (GBS) Investor Conference and Awards that took place in Durban from the 19th to the 21st of November 2019. CallForce won the Top Offshore Campaign of the Year for 2019 and BPO Operator of the Year Award 2019. […]
Our CEO, Candice Roberts addressing thousands of investors from around the world as an entrepreneur and proud catalyst for job creation in South Africa … “Last week I had the honour of speaking at the South Africa Investment Conference, hosted by President Cyril Ramaphosa at the University of Johannesburg. I must admit, as the day grew closer, […]
The start of each year presents exponential numbers of graduates from either matric or various higher learning institutions, with deliberate intentions to kick start their careers. However, just as technology rapidly changes and expands, job seeking techniques need to be advancing at the same rate. This, not only addresses newly graduates but also experienced professionals […]
Digital transformation has changed industries across the globe, and the contact centre industry must adapt to the new digital trends and transform accordingly to meet customer expectations. If you are in the contact centre industry, you will have noticed many modernisations in this sector in the past few years. The industry is responding to customer […]
In European news, it is estimated that the global centre software market will achieve a compound annual growth rate (CAGR) of 20.9% between 2020 and 2026, where the market will grow from USD$24,1 billion to USD75,5 billion during this period. The increasing adoption of contact centre technologies, social media channels, virtual and cloud-based contact centre […]
This whitepaper, “CXM’s Coming of Age: ‘Skin in the Game’ Taking Center Stage” explores the paradigm shift in the customer experience management (CXM) industry towards value-based commercial constructs. In an era characterized by rapid change and economic challenges, businesses are facing the need for consolidation and efficiency while navigating the disruptive force of AI. Amidst […]
