22 November 2019
In Articles
Top Employer 2020 – #TECD 20
If your business is serving customers, you’re in the business of people. To keep your foothold in any market, that means that...
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Articles
30 October 2019
In Articles
Using The Right Technology To Serve People Not The Other Way Around
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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23 October 2019
In Articles
Are contact centres soft targets for stealing your personal data?
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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4 September 2019
In Articles
How Tech improves the airline customers’ experience?
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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16 July 2019
In Articles
Human interaction provides real moments of truth in the customer experience journey
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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9 July 2019
In Articles
The BPO sector is critical to increasing youth employment
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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5 July 2019
In Articles
People Add Value to Business Objectives
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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14 June 2019
In Articles
The artificial CX reality gap
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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30 May 2019
In Articles
6 reasons to work with a Business Process Outsourcing partner
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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28 February 2019
In Articles
Seven key areas that help to build a sustainable business and create happy customers
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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