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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...
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