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...
Voice-powered AI fast becoming an indispensable business tool
"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 portrayals of voice-powered AI...
Chatbots empower digital natives
Youth are the active drivers of technology adoption and innovation, often being the first to embrace new developments, and thus setting trends and encouraging businesses to incorporate such advancements. By Lerato Bojabotseha, customer growth executive at Infobip...
Avaya elevates customer engagement with Edify acquisition
Avaya's recent acquisition of Edify is a strategic move, capitalising on the evolving dynamics of customer experience. This acquisition not only positions Avaya to cater to the growing demand for proactive, relationship-oriented customer engagement, but also aligns...
Unforeseen volume spikes don’t have to be a risk for the contact centre
Every contact centre experiences query spikes from time to time. For the most part, however, those spikes can be planned for. By Ryan Falkenberg, co-CEO of Clevva In the retail space, for example, contact centres can expect massive spikes around big shopping periods...