Mithum Singh, Managing Director, CCI South Africa explains why AI will not jeopardise the BPO sector, but it will make it more competitive. FULL STORY >

Leading Durban-based contact centre, CCI stole the show at the recent BPESA awards, walking away with more accolades than any other business, showing the power of the South African youth. FULL STORY >

Cees de Jong, the CEO of ContactCenter4ALL, explains how the enterprise comms platform can provide the springboard for South African digital service capabilities in 2022 and beyond. FULL STORY >

By Sizo Nkosi, Partnerships Manager for MNOs at Infobip FULL STORY >

Henriette Potgieter from Callbi Speech Analytics explains how mind shift changes can fundamentally transform the value that the contact centre gets out of its investment into speech analytics solutions FULL STORY >

The global COVID-19 pandemic has altered the way the world lives and works, and has forever changed the way customers and employees view communication and engagement. Adriaan van Staden from SelectONE CX explains. FULL STORY >

Contact centres need to build POPIA into their core foundation in order to remain secure, compliant and ensure longevity. Francois du Plessis, CEO of Callbi Speech Analytics explains. FULL STORY >

Efficiency can be designed, built and enhanced; it’s the goal of any IT department to optimise efficiency and boost productivity, and, increasingly, customers have come to expect that, too, notes Wynand Smit, CEO of INOVO. FULL STORY >

Contact centres need all the help they can get during the busy peak season, and gamification could be the answer, says Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream. FULL STORY >

South Africa’s contact centre industry is poised for growth, thanks to increasingly demanding customers and new opportunities for Business Process Outsourcing providers, say local contact centre experts FULL STORY >

Companies seeking to improve customer experience to boost business may be overlooking a critical component in the mix: staff. FULL STORY >

As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. FULL STORY >