How can contact centres effectively embrace the ‘agentic age’?

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...
Impact sourcing is an important bridge to a career in the BPO industry

Impact sourcing is an important bridge to a career in the BPO industry

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...

Don’t let the holiday rush ruin your customer experience

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...

BPO sector is SA’s fastest growing export

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...

AI-powered translation eliminates CX language barriers

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...

The top 10 outsourcing myths debunked

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,...