Nov 13, 2025
The future of the contact centre is not about replacing people with technology, but empowering them. According to Sasha Slankamenac of Dariel Software, AI is shifting customer service from efficiency-driven performance to empathy-focused engagement. With AI copilots...
Nov 5, 2025
Who doesn’t get annoyed by the sound of bin lids slamming and bin trucks revving too early in the morning? Similarly, it’s hard not to get hot under the collar when someone calls to collect an overdue debt. By Ongopotse Motlhanke, CEO of Khumbula Tech And yet, it’s...
Oct 2, 2025
Business process outsourcing (BPO) is not new. In the 1980s and 1990s, companies began outsourcing their back-office functions like payroll processing, accounting and data entry to a third-party provider. By Peter Andrew, CEO of CCI South Africa This allowed them to...
Sep 26, 2025
With nearly 60% of its population under the age of 25, youth unemployment remains a pressing concern for Africa. By Lizelle Strydom, MD of CareerBox Africa Around 12-million young people enter the workforce each year, but only 3-million formal jobs are created...
Aug 22, 2025
With the outsourcing space becoming increasingly cutthroat, BPOs find themselves trapped in a relentless race to the bottom. Aggressive pricing demands from clients and undercutting by low-cost competitors leave local operators with no choice but to sacrifice margins...
Aug 14, 2025
South Africa’s business communications landscape is undergoing a major transformation, driven by the proliferation of digital channels and the rise in use of technology to deliver improved customer experience (CX). By Rob Lith, chief commercial officer at Telviva At a...
