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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Loyalty programmes – is your business ready?
The popularity of loyalty programmes among global consumers has grown steadily over the last decade, with 2020 statistics showing that 72% of...
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Analytics alone won’t improve your customer experience – introducing The Cortex
As digitalisation continues to shape the way we live and work, data is one of the most valuable assets to businesses and...
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Merchants re-claims Level 2 B-BBEE rating
Merchants is proud to announce the achievement of an impressive B-BBEE Level 2 status, a milestone that places Merchants people, clients and...
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