From streamlining customer experiences to reducing resolution times, automation is helping agents work more efficiently, while driving improved productivity levels. Rather than...
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Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value...
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Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer...
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In the age where technology has empowered customers with so much information and choice, they have become more demanding in their expectations...
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The Department of Trade and Industry continues to acknowledge the importance of the business process outsourcing (BPO) sector in creating jobs, stimulating...
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With youth unemployment affecting much of South Africa’s population, Merchants is celebrating the accreditation it received from the Global Impact Sourcing Coalition...
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More organisations than ever see their customer experience (CX) as a competitive differentiator, yet only one in 10 are happy with their...
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It used to be true that companies would outsource their customer contact centres to save costs. But in today’s competitive world,...
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Closing the gap between your goals and customer-centric change depends on your CX strategy, operating model and technology. But real success happens...
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You’ve probably encountered at least one across myriad messaging platforms. In a customer first era, chatbots are a smart solution to automating...
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