Nov 4, 2024
South Africa leads in CX outsourcing, with the US its fastest growing source market for global business services from South Africa, writes Clinton Cohen, CEO of iContact BPO. As South Africa continues to rank in the world’s top 3 offshore CX delivery locations, the...
Oct 24, 2024
Global customer service provider Transcom has partnered with Avaya and Sabio Group to create an AI-powered, real-time translation solution that can enable contact centre agents from anywhere in the world to converse with customers in over 100 languages. The solution...
Oct 7, 2024
Outsourcing is surrounded by misconceptions. Dispelling these is crucial for businesses to make informed decisions about outsourcing and to fully leverage its many potential benefits. Clinton Cohen, CEO of iContact BPO debunks 10 of the most common outsourcing myths,...
Oct 3, 2024
The business process outsourcing (BPO) industry is renowned for being one of the most stressful industries in the world, and this is no surprise – the variability of human interaction adds an element of the unknown to each day an agent spends in a contact centre. By...
Oct 1, 2024
Adopting voice bots or virtual agents makes a lot of sense for a wide variety of companies, particularly those with high and varying call volumes. By Ryan Falkenberg, CEO of Clevva Rather than trying to hire and train temporary staff for peak periods, virtual agents...
Aug 13, 2024
Despite being the coal face of business-consumer contact, call centres have long struggled to offer personal customer experience. Virtual agents may finally solve the problem, combining powerful data and language processing models with adaptable personas to deliver a...
