Feb 21, 2025
As the custodians of vast amounts of sensitive customer information, companies globally face increasing scrutiny over their data governance practices and with good reason. “Data is the new oil.” It’s a cliché, but it’s accurate. By Christopher Lawson, managing...
Jan 24, 2025
We live in a time when attracting and retaining top talent across a multi-generational, increasingly mobile workforce is massively challenging. By Noori Allie, customer service executive at Achievement Awards Group and Reshni Singh, CEO of BPESA It’s a global...
Jan 21, 2025
The business process outsourcing (BPO) industry is at a pivotal juncture, poised to redefine its role in a rapidly evolving landscape. By Peter Andrew, CEO of CCI South Africa As we step into 2025, several key trends are driving innovation, growth, and transformation....
Jan 8, 2025
With companies such as Microsoft, AWS, Google and Salesforce all releasing autonomous agent capabilities across their offerings, it’s clear that the Agentic Age has finally dawned. By Ryan Falkenberg, CEO of Clevva Within the contact centre industry, the implications...
Dec 27, 2024
South Africa is fast becoming a successful emerging offshoring destination for business process outsourcing (BPO) services. By Lizelle Strydom, MD of CareerBox Africa Experiencing significant growth in 2024, the market size was valued at approximately $1,85-billion in...
Dec 3, 2024
Businesses generally, and retailers specifically, are about to enter a period that can best be described as the holiday rush. Martie de Beer, contact centre executive at Telviva High volumes, which started over the Black Friday period, will persist through the...
