Sourcing strategies are key for business success beyond 2020
In the last six months or so, business leaders across industries and sectors have been focused on finding ways in which to...
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The pitfalls of AI for customer experience
The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with...
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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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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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16 October 2020
Case Study | True immersion results in continuous improvement cycle
Leaders in the sales of DIY, home improvement and building material, Massbuild comprises 105 stores under the Builders Warehouse, Builders Express, Builders...
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16 October 2020
Case Study | Efficient back office processes drive improved customer experience
South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes. Like many airlines the...
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15 October 2020
Case Study | Consolidated contact centre helps reduce costs through optimised customer service channels
Single point of contact for business banking customers Operating for over 150 years in South Africa, Standard Bank South Africa (SBSA) is...
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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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