Nov 19, 2021
Despite the challenges resulting from the Covid-19 pandemic, South Africa has rapidly expanded into a trusted, internationally recognised global business services (GBS) destination of choice. Strong government support, technological readiness, first-world...
Nov 18, 2021
When it comes to the contact centre, there are several cost touchpoints that are important. The first is the realisation that the contact centre itself is a powerful tool when it comes to differentiation, customer experiences and customer retention. As McKinsey points...
Oct 29, 2021
McKinsey describes the hyper-personalisation of customer service as the ‘care of one’. It’s the evolution of the contact centre into an experience centre, one that uses multiple tools and technologies to create impact where it’s needed....
Oct 21, 2021
Upskilling has become a critical business imperative, a tool that allows for the organisation to modernise, transform and grow because it has invested into its people and the skills they need to thrive. The Upskilling for Shared Prosperity report by PwC and the World...
Sep 8, 2021
Chatbots have almost become a synonym for frustration, and bad service. The recent rapid uptake of digital communication channels has only worsened this problem. Digital transformation and the drive to customer self-service have been pushing voice into the background...
Aug 30, 2021
The world has moved out the office and into the home. Remote working and a growing customer trust in virtual and online engagements have transformed how companies connect with their customers and manage their interactions. As McKinsey points out, remote channels have...
