Category: Weekly News
The week was rocked by news of a content moderator in Kenya suing an outsourced provider contracted by Meta for work-related PTSD. Spending over eight hours a day filtering horrific content on the internet, such as beheadings, suicides and child abuse, the moderator indicated that he was not paid a salary commensurate with experience. For […]
A study conducted by Conversica, a provider of AI-powered conversation automation solutions, found that 60% of business-to-business (B2B) buyers that use chatbots did not have a satisfactory chat experience. The survey, titled Chatbot Experience: How Satisfied Are Enterprise Buyers?, also revealed that B2B buyers are turning away from traditional chatbots due to their simplistic capabilities […]
While global retailers are battling to keep costs down, they are also having to consider increasing wages to attract and retain talented workers. This is undertaken in an effort to maintain quality customer experience (CX) delivery, according to an Insider Intelligence news report. In fact, Walmart is increasing its starting wage by 17%. Conversely, Amazon […]
It was not a great start to 2023 for US financial services giant, Bank of America, as irate customers reported issues with payments processed via Zelle, a money transfer service, resulting in funds disappearing from their accounts. However, Bank of America has reacted and resolved the issue amidst a social media blitz from customers. The global […]
South Korean automaker, KIA, has warned dealerships in the US about poor customer experience (CX) performance in response to being ranked last out of 16 other major automakers in a customer sales satisfaction study by J.D. Power. The report gathered data from 37 000 consumers, asking them to share their experiences with various steps in […]
Rwanda has over 484 000 available youth (of which an estimated 62 000 speak English at a B2 proficient level). These young people are qualified – with work readiness training – to deliver Global Business Services/Business Process Outsourcing (GBS/BPO), according to the Rwanda GBS Case Study & Special Country Report, prepared by Genesis GBS and released by […]
Poor customer experience (CX) among Australian retailers is costing them AU$82 billion per year. As a result, retailers risk losing 7% of their potential revenue, according to data in the Qualtrics 2023 Global Consumer Trends report. Approximately 19% of interactions in the Australian retail sector are reported to be ‘’very poor’’ – an increase of […]
The week kicked off with the prestigious European Contact Centre & Customer Service Awards, which was held on the 21 November in London. The awards recognize enterprises, teams and projects across Europe that standout as leaders in delivering exceptional service to customers. Some of the prominent gold winners included 24-7 InTouch (Best New Contact Center), […]
In global customer experience (CX) news, financial institutions that generate personalized, innovative and trustworthy CX are more successful in acquiring new customers, retaining talent and achieving their financial goals, according to a research report commissioned by Genesys. The Challenge of Customer-Centric Banking Report also highlights the difficulty in achieving CX goals amid growing pressures for […]
A major data breach via a ransomware attack was reported by American collections provider, Convergent Outsourcing. Unauthorized actors have gained access to confidential and sensitive information, including customer names, contact information, financial account numbers and Social Security numbers. Convergent Outsourcing has been blamed for deploying weak data security measures. Meanwhile, there was positive news from […]
