Traditional customer contact channels are leading to a Kodak moment
South African businesses that continue to cling to traditional customer contact channels instead of adapting to new innovative solutions are passively digging an early grave. Many of them today remain resistant to embracing smartbot (AI-powered chatbot) technology and...
AI’s language switch, mid-conversation
Two South African technology company, Saigen and Callbi, are to enable a seamless switch between languages mid-conversation across South Africa’s most commonly spoken languages, including isiZulu, Sesotho, Setswana, Afrikaans and English. For South African businesses...
Building stronger communities through partnership
No matter where in the world a company is based, it exists within its community, and the success of one is by some measure linked to the success of the other. By Peter Andrew, CEO of CCI South Africa Nowhere is this truer than in the business process outsourcing (BPO...
How CPaaS X empowers companies in the digital age
In the modern digital landscape, effective communication is crucial for businesses to stay ahead of the competition, and the introduction of Communications Platform-as-a-Service (CPaaS X), a new set of enhanced Application Programming Interfaces (APIs), is positioned...
Digital BPOs could unlock AI-driven efficiency
As organisations grow, the pressure to maintain the service levels that led to their growth increases. By Ryan Falkenberg, CEO of Clevva Delivering effective customer service at scale requires specialist skills – skills that are not core to many companies. As a...
iContact BPO Partners with Krisp AI
iContact BPO has partnered with Krisp AI to deploy its AI-driven noise cancellation technology across its contact centre operations. The initiative aims to improve agent productivity and enhance the overall customer experience by eliminating background noise - a...
Data governance in BPO a path to enhanced security and trust
As the custodians of vast amounts of sensitive customer information, companies globally face increasing scrutiny over their data governance practices and with good reason. “Data is the new oil.” It’s a cliché, but it’s accurate. By Christopher Lawson, managing...
The power of recognition and rewards in BPO
We live in a time when attracting and retaining top talent across a multi-generational, increasingly mobile workforce is massively challenging. By Noori Allie, customer service executive at Achievement Awards Group and Reshni Singh, CEO of BPESA It’s a global...
Key trends transforming the BPO Industry in 2025
The business process outsourcing (BPO) industry is at a pivotal juncture, poised to redefine its role in a rapidly evolving landscape. By Peter Andrew, CEO of CCI South Africa As we step into 2025, several key trends are driving innovation, growth, and transformation....
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
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...