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,...
High EQ drives better contact centre customer experience
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...
Identify low-hanging fruit when automating with voice bots
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...
Vodacom Business, Unisa launch Anani Call Centre
Vodacom Business, in partnership with Anani Technologies and Unisa, has launched a call centre designed to respond to the country's severe unemployment crisis. Through this partnership, much-needed jobs are being created, uplifting families and communities while...
Virtual agents can help nail hyper-personalisation
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...
Telviva wins at CEM Africa 2024
Telviva has been awarded 'Best Enterprise Contact Centre Platform' at the 2024 CEM Africa Awards for its Managed Contact Centre as a Service, offering businesses a seamless and efficient way to manage their customer interactions across multiple communication channels....
Professionalising skills in the BPO sector will promote growth
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...
How to unleash SA’s BPO potential
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...