SA the GBS destination of choice in a difficult global market
Despite the challenges resulting from the Covid-19 pandemic, South Africa has rapidly expanded into a trusted, internationally recognised global business services (GBS) destination of choice. Strong government support, technological readiness, first-world...
Contact centre maths: just add savings
When it comes to the contact centre, there are several cost touchpoints that are important. The first is the realisation that the contact centre itself is a powerful tool when it comes to differentiation, customer experiences and customer retention. As McKinsey points...
Leverage video within the contact centre to drive engagement
McKinsey describes the hyper-personalisation of customer service as the 'care of one'. It's the evolution of the contact centre into an experience centre, one that uses multiple tools and technologies to create impact where it's needed. It's the organisation's ability...
Upskilling the modern contact centre
Upskilling has become a critical business imperative, a tool that allows for the organisation to modernise, transform and grow because it has invested into its people and the skills they need to thrive. The Upskilling for Shared Prosperity report by PwC and the World...
DSG wins gold at the 2021 Contact Centre World Awards
Digital Solutions Group (DSG) has ranked as the top performer and gold award winner for the Best Outsourcing Partnership Europe, Middle East, and Africa in the 2021 Contact Centre World Awards. Now in its 16th year, the ContactCenterWorld.com Global Association has...
The chatbot is dead. Long live the chatbot
Chatbots have almost become a synonym for frustration, and bad service. The recent rapid uptake of digital communication channels has only worsened this problem. Digital transformation and the drive to customer self-service have been pushing voice into the background...
AI-enabled speech analytics transform the contact centre
The world has moved out the office and into the home. Remote working and a growing customer trust in virtual and online engagements have transformed how companies connect with their customers and manage their interactions. As McKinsey points out, remote channels have...
Capitec migrates client care and helpdesk call centres to the cloud
Capitec, South Africa's leading digital bank with over 15 million banking clients, had an urgent need to migrate their client care and helpdesk call centres to the cloud. Circumstances did not allow for a traditional cloud migration project (that could take months),...
SA’s BPO sector surges on the back of global recovery
As world economies drive their Covid recovery plans and reopen markets, South Africa's business process outsourcing (BPO) sector has surged on the back of steps taken by global businesses to mitigate their location and overhead risks by offshoring to the country. With...
Advanced reporting: the unsung hero of a modern data-driven contact centre
With research showing that up to 96% of customers would consider switching from a business after a single bad service experience, there can be no doubt that service is a key differentiator for today's customers. By Anne-Meine Gramsma, chief commercial officer of...
Leroy Merlin integrates WhatsApp contact centres
Global communications company Infobip, together with illation, has been selected to provide a WhatsApp for Business Application Programme Interface (API) and chatbot solution for Leroy Merlin's contact centre. The collaboration and joint implementation allow Leroy...
Chatbots: the solution to SA’s service delivery woes?
Finance Minister Tito Mboweni recently said that communities and businesses are becoming increasingly intolerant of municipalities that can neither deliver basic services nor conduct their administration effectively. With lack of employee capacity being one of the...