The importance of human connection in the contact centre industry
In today’s digitally driven world, it is safe to say that businesses and brands who do not invest in digital channels are...
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Articles
Successful WFH strategies are based on selecting the right people
Work from Home (WFH) has been an option for contact centres for many years, but its utilisation globally has been sporadic at...
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Your WFH strategy needs to go beyond disaster recovery
While work from home (WFH) has been an option for contact centres for many years, its utilisation has been sporadic and limited...
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Why problem solving matters in the contact centre
In recent years, South Africa has established itself as a prime location for outsourcing services for global organisations operating across industries and...
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Merchants SA becomes first local BPO provider of its size to achieve B-BBEE Level 1
Merchants is both proud and excited to announce that we have become the first BPO providers in the country of our size...
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Quality Management should not be seen as a tick box exercise, but rather as a CX value driver
By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation...
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Future-Ready Recruitment Starts Here
Using traditional recruitment methods – where a job ad is posted and job seekers send in their CV to the relevant department...
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Welcome to the future of recruitment – MyCalling
South Africa’s employment landscape is notoriously competitive, as the country battles an unemployment rate of 29.1% and a youth unemployment rate of...
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COVID-19 – lessons learned and the ‘new normal’
The world is facing unprecedented times in 2020, as the Coronavirus pandemic has completely shifted the way we live, work and do...
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You can’t predict a crisis, but you can plan for one
While it might be impossible to predict a crisis like COVID-19, making use of workforce management (WFM) tools in the contact centre...
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