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...
Aug 6, 2021
As world economies drive their Covid recovery plans and reopen markets, South Africa’s business process outsourcing (BPO) sector has surged on the back of steps taken by global businesses to mitigate their location and overhead risks by offshoring to the...
Aug 5, 2021
With research showing that up to 96% of customers would consider switching from a business after a single bad service experience, there can be no doubt that service is a key differentiator for today’s customers. By Anne-Meine Gramsma, chief commercial officer of...
Jul 9, 2021
Finance Minister Tito Mboweni recently said that communities and businesses are becoming increasingly intolerant of municipalities that can neither deliver basic services nor conduct their administration effectively. With lack of employee capacity being one of the...
Jun 25, 2021
Think back to your favourite robocall experience. You probably don’t have one. By JD Engelbrecht, MD of Everlytic Last week, at a dinner party, I asked the guests to recall their favourite robocall experiences. It was interesting and thrilling…not...
May 18, 2021
South Africa has been a major destination for global business services — often called business process outsourcing (BPO) — for a few years now. In particular, the country has steadily climbed the ranks when it comes to contact centre operations. Among the...
