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Investment-holding company, Heirs Holdings, hosted an unveiling event to announce the launch of a tech-focused subsidiary, Heirs Technologies, a cloud-management system headquartered in Lagos, Nigeria. The subsidiary is aiming to leverage tech to transform Africa. With offerings like IT consulting, managed services, and BPO, it plans to primarily serve the
Outsourcing company Tafaseel BPO is set to expand its operations by establishing an office in Uzbekistan. The decision follows successful discussions between the Uzbek delegation from the Ministry of Digital Technologies and Tafaseel BPO executives during the World Governments Summit in Dubai. Tafaseel BPO aims to leverage Uzbekistan’s business environment
The 2023/24 global Digital & ITO competitiveness rankings have been released by GBS.World. The index – created with ranking data from over 380 senior buy-side executives – reveals top global outsourcing destinations across five key categories. APAC countries lead in categories such as General ITO, Software Development, and AI & Machine Learning,
News from Europe indicates that millions of Euros are being lost by Euro zone banks due to poor quality IT outsourcing. A survey run by the European Central Bank found that banks lost over €148 million in 2022 – a 360% increase in loss compared to 2021. The findings showed that many banks’ outsourcing arrangements inadequately addressed IT security
The business process outsourcing (BPO) and IT sector in the West African country of Ghana was under the spotlight this week with the facilitation of the 2023 Global Business Services (GBS) Summit. The 3-day event was held at the Accra International Conference Centre and hosted by GIZ Ghana as part of the Ghana Digital Innovation Week. Analysts, industry
The outsourcing community was abuzz with the news that Mr Ajay Banga, president of
The World Bank, and his wife Ritu Banga, paid a visit to Nigeria where they were also hosted for a site visit at Outsource Global by CEO, Amal Hassan. In a LinkedIn post, Hassan noted the privilege of sharing Outsource Global's vision to make Nigeria the epicenter
Over 100 delegates gathered in Glasgow for the highly-anticipated CxOutsourcers 2023 event a global CX mindshare group and forum for C-level outsourcing decision-makers to get inside the buyer’s mind and be equipped with the latest global research and strategy. The event featured presentations on industry trends, the transformative power of AI,
The week started with exciting news in Canada, where Hinduja Global Solutions (HGS) Canada, a provider of digital customer experience (CX) and business process outsourcing (BPO) services, was officially certified as a Great Place to Work®. The certification is based on employee feedback on workplace culture using the Great Place to Work® Trust Index
What are the golden rules of dealing with unhappy customers? Complaints – why they’re a good thing The phrase ‘I’d like to speak to the manager’ has become a long-running joke across social media – and (unfairly) associated with the name Karen, an entitled attitude and even a particular style of haircut. And while some customer complaints and demands may
South Africa’s BPO sector has enjoyed rapid growth, with a ~25% compound annual growth rate between 2015 and 2021, becoming a major global outsourcing and offshoring contender, particularly in the English voice-based sourcing markets. This is according to the South Africa National GBS Quantification & Investment Report 2021/22 published by Business
Changing global customer experience (CX) dynamics have also been reflected in the American chocolate industry, according to Clootrack Software Labs’ End to End Customer Experience in the Chocolate Industry in the USA report. An increasing number of consumers are buying their favorite chocolate brands online from all corners of the world, which presents an
American multinational conglomerate, Amazon, will be hiring 150 000 employees throughout the US to ensure a seamless holiday experience. A range of full-time, seasonal and part-time roles are being advertised from picking and packing to sorting and shipping across all experience levels. The company affirmed that these roles can be the start of a long-term
Over 80 senior customer experience (CX) outsourcing knowledge leaders, analysts and executives gathered in Las Vegas, Nevada from September 14 to 15 for two days of insights and ideation delivered by the annual CxOutsourcers Mindshare Event. Discussion points on the first day focused on blending technology with the human touch, emerging vertical industry
Europe was a hub of excitement as Sitel Group was named a finalist 15 times across 12 categories in the European Contact Centre & Customer Service Awards (ECCCSAs) 2022. Sitel was recognized in a range of categories as a finalist, including Sitel UK (Most Effective Management of Peak Demand), Sitel Spain - Madrid MAXhub (Best New Contact Centre) and
How Blockchain is driving the next evolution in customer experience With all the hype regarding cryptocurrency, the value and application of the underlying technology – the blockchain – is often lost in all the noise. The two concepts are often conflated, which detracts from the important conversations that business decision-makers should have about the
Despite the ONS (Office for National Statistics) reporting that the UK unemployment rate fell to just 4.1% — a near pre-pandemic figure — inflation continues to take its toll on people's wages, which have largely remained stagnant in the recent decade. With the cost of living and energy price caps increasing rapidly, a third of Britons are now concerned
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