News

5 July 2019

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...

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...

4 June 2019

In Case Studies, Financial services

Digital banking entrants wary of losing the human connection

In their drive to be digitally relevant and hold market share, both traditional and digital banks run the risk of losing customers...

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,...

12 April 2019

In News

We’re “Unlocking Data” in Washington this month!

We are sending our team to Washington, USA where they will be presenting an interactive session of Customer Experience being driven through...

11 April 2019

In Case Studies, Technology

Case Study – Put CX at the heart of your helpdesk

Helpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority...

Call and Contact Centre Expo Thumbnail Image

20 March 2019

In News

Call And Contact Center Expo

The Merchants team will be presenting ‘Unlocking the potential of the digital human’ at the Call & Contact Centre Expo in London...

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...