Apr 20, 2026
Staff churn is an ongoing challenge across the business process outsourcing (BPO) industry, especially in call centres where long shifts and constant performance pressure are part of daily operations. By Lushan Sundram, senior sales and business development manager at...
Apr 17, 2026
In an era of advanced messaging apps and rich digital experiences, SMS remains one of the most fundamental layers of customer communication. It’s the channel that works when everything else requires a download, a data connection, or an app account. By Mirza...
Apr 15, 2026
As enterprises become increasingly dependent on always-on digital platforms, the role of managed services is undergoing a critical shift. What was once seen as a support function is now a determinant of operational resilience, business continuity, and executive...
Apr 13, 2026
Artifical intelligence (AI) can provide the answer to agent burnout, deliver contextual customer information and help agents to deliver a deeply personalised experience, writes Fikile Sibiya, CIO at e4. The rise of AI has significantly impacted business sectors of all...
Apr 2, 2026
South African businesses are showing real interest in AI voice agents, and for good reason. By Bruce von Maltitz, CEO of 1Stream The technology has come a long way and can now respond quickly, hold more natural conversations and create a better, locally relevant...
Mar 20, 2026
For years, the South African contact centre industry has been building the foundations of digital customer service, writes Bruce von Maltitz, CEO of 1Stream. While the traditional automated systems that aided them have served us well, we have now reached a massive...
