Contact centres | Bizcommunity

Contact centres | Bizcommunity

News

CX outsourcing is shifting from scale to strategic outcomes

CRM

CX outsourcing is shifting from scale to strategic outcomes

Clinton Cohen 3 days

CEM Africa Summit 2025: Leading the future of customer experience with AI innovation

CRM

CEM Africa Summit 2025: Leading the future of customer experience with AI innovation

Issued by CEM Africa 18 Jun 2025

Who owns digital?

Digital

Who owns digital?

Issued by Offernet 6 Jun 2025

Converge Africa 2025 wraps with record engagement and industry-shaping insights

Fintech

Converge Africa 2025 wraps with record engagement and industry-shaping insights

Issued by Converge Africa 26 May 2025

Source: Julian Herzog via

Travel

SAA investigates cyber incident disrupting systems

7 May 2025

The Power of Recognition and Rewards: Driving Success in South Africa's BPO Industry

Marketing

The Power of Recognition and Rewards: Driving Success in South Africa's BPO Industry

Noori Allie, Issued by Achievement Awards Group 29 Jan 2025

A Contact Centre Game Changer: QA + AI = Kwaai

Marketing

A Contact Centre Game Changer: QA + AI = Kwaai

Noori Allie, Issued by Achievement Awards Group 17 Feb 2025

Shifting expectations - steering through the logistics of change in South Africa

Logistics & Transport

Shifting expectations - steering through the logistics of change in South Africa

Pia Knežević 10 Mar 2025

Banking

2025 CE Index reveals top performers in banking customer satisfaction

28 Feb 2025

Peter Andrew, CEO, CCI South Africa

Trends

#BizTrends2025: BPO industry ready for transformation

Peter Andrew 20 Jan 2025

Can virtual agents play an effective role in outbound sales?

Technology

Can virtual agents play an effective role in outbound sales?

Ryan Falkenberg 6 Dec 2024

How can your business reap the rewards of Black Friday while avoiding the customer service pitfalls?

CRM

How can your business reap the rewards of Black Friday while avoiding the customer service pitfalls?

Ryan Falkenberg 18 Oct 2024

How to simplify customer interactions for happier, more loyal customers

CRM

How to simplify customer interactions for happier, more loyal customers

Kelvin Brown 11 Oct 2024

#CEMAfrica2024: A triumph in CX innovation

E-commerce

#CEMAfrica2024: A triumph in CX innovation

14 Aug 2024

Ryan Falkenberg

CRM

A clever way to improve service delivery

Ryan Falkenberg 24 May 2024

Wayne Toms, GhostDraft CEO

Trends

#BizTrends2024: AI integration into CCM is about digital transformation

Lindsey Schutters 31 Jan 2024

Retaining and growing customers in a tough economic climate

CRM

Retaining and growing customers in a tough economic climate

Clara Wicht 10 Nov 2023

Robert Joubert, CEO of Boomerang SA

Technology

Taking a human-centric approach to bringing AI into the call centre

Robert Joubert 8 Nov 2023

3 things virtual agents can tell you about your business

CRM

3 things virtual agents can tell you about your business

Ryan Falkenberg 2 Nov 2023

Is your business taking the wrong approach to urgent customer conversations?

CRM

Is your business taking the wrong approach to urgent customer conversations?

Ryan Falkenberg 20 Oct 2023

The correct use of AI can bring value to your CX strategy

Technology

The correct use of AI can bring value to your CX strategy

Neville Quinton 13 Sep 2023

Source: © 123rf Generative AI is opening up major opportunities for CX professionals

CRM

Research shows generative AI set to transform CX

2 Aug 2023

Old Mutual undertakes nationwide roadshow to champion quality education in SA

Education

Old Mutual undertakes nationwide roadshow to champion quality education in SA

1 Aug 2023

The event will be held in August. Source: Supplied.

CRM

4 key insights from leading brands in the CX industry

26 Jul 2023

Image source: Ljupco Smokovski –

Employee Wellness

Contact centres: 4 ways to look after your agents' mental health

Julie McIntosh 12 Oct 2022

CX is not a quick fix but a long-term gain

CRM, CX, UX

CX is not a quick fix but a long-term gain

Neville Quinton 20 May 2022

Translating context: the power of the human voice

Direct Marketing

Translating context: the power of the human voice

Issued by Callbi 12 May 2022

Creating competitive experiences with cloud

Cloud

Creating competitive experiences with cloud

Wynand Smit 12 Apr 2022

Source: iStock.

Banking

Big 5 Banks under pressure to differentiate on customer satisfaction and experience

4 Apr 2022

Customer. Customer. Customer. The mantra for 2022 success

CRM, CX, UX

Customer. Customer. Customer. The mantra for 2022 success

Wynand Smit 17 Jan 2022

Source: © diego vito cervo

CRM

Customer experience: the key differentiator

21 Dec 2021

Cross-functional, multi-stakeholder partnerships key to SA's green economy - Nedbank

ESG & Sustainability

Cross-functional, multi-stakeholder partnerships key to SA's green economy - Nedbank

9 Dec 2021

Operation 'rebuild and restock' underway as unrest wanes

Retailers

Operation 'rebuild and restock' underway as unrest wanes

Lauren Hartzenberg 16 Jul 2021

How payment solutions are revolutionising WhatsApp and enhancing CX

CRM, CX, UX

How payment solutions are revolutionising WhatsApp and enhancing CX

Shaun van Rooyen 14 Jul 2021

Skills training academy creates opportunities for Western Cape's unemployed youth

Skills Training

Skills training academy creates opportunities for Western Cape's unemployed youth

9 Jul 2021