Oct 3, 2024
The business process outsourcing (BPO) industry is renowned for being one of the most stressful industries in the world, and this is no surprise – the variability of human interaction adds an element of the unknown to each day an agent spends in a contact centre. By...
Oct 1, 2024
Adopting voice bots or virtual agents makes a lot of sense for a wide variety of companies, particularly those with high and varying call volumes. By Ryan Falkenberg, CEO of Clevva Rather than trying to hire and train temporary staff for peak periods, virtual agents...
Aug 13, 2024
Despite being the coal face of business-consumer contact, call centres have long struggled to offer personal customer experience. Virtual agents may finally solve the problem, combining powerful data and language processing models with adaptable personas to deliver a...
Jul 26, 2024
Business process outsourcing (BPO) is a growth industry with many opportunities for young people to find sustainable, long-term employment opportunities regardless of their educational background. By Peter Andrew, CEO of CCI South Africa This is not a myopic industry...
Jul 16, 2024
South Africa has evolved into a global hub for business process outsourcing (BPO), offering a wide range of services including IT support and software development. With the BPO industry growing at an annual rate of 22% over the last four years, South Africa presents a...
Jun 25, 2024
“I’m sorry Dave, I’m afraid I can’t do that.” For decades, that immortal line from 2001: A Space Odyssey was what people imagined voice-powered artificial intelligence (AI) would be like. As technology advanced, we got more sympathetic...
