BPO sector could spur job growth and forex influx

With South Africa's unemployment figures continuing to rise and the rand remaining weak against the US dollar, it is a good time to explore the investment potential of sectors that could benefit from earning foreign exchange and create jobs for many of the country's...

AI to change contact centre CX experience

With investments in artificial intelligence (AI) related technologies expected to triple by 2020, local companies are looking at ways to integrate it into all aspects of their business. It is especially in the contact centre industry where it can be used to greatly...

How often do you review your automated messaging?

In order for any organisation to succeed, customer experience (CX) has to be a major priority. After all, the better someone feels about their interaction with an organisation, the more likely they are to keep coming back. By Ross Sibbald, commercial director of...

Chatbots enable a better customer experience

The local contact centre industry is thriving and has seen substantial growth over the last four years, as South Africa became an enticing destination for offshore business. By Emmanuelle Salon, business development manager: telcos - South Africa at Wipro...