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BPESA is pleased to announce the appointment of a new National Executive Committee and an interim CEO.

We are excited that Andy Searle has accepted the nomination to take on the role of Interim CEO, with effect 10th November 2017, until a permanent placement is made. This is an endorsement of the sterling work Andy has been carrying out over the past months. He will join the following people in the new National Executive Committee:

Wesgro (the official Tourism, Trade and Investment Promotion Agency for Cape Town and the Western Cape) and BPESA Western Cape (Business Process Enabling South Africa) are pleased to announce the signing of a memorandum of understanding between the two organisations that will see closer cooperation to boost the business process outsourcing and offshoring (BPO) sector in the Cape.

This joint venture is established for an initial period of one year with the intention of establishing a framework


LONDON — Cognia Law, a next-generation provider of legal, compliance, risk management and resourcing services headquartered in London, is delighted to formally announce the addition of another law-firm-wrapped model to the managed legal services offered to clients through a partnership with Fieldfisher LLP and its

Customers are unpredictable and understanding their buying behaviour is simply not possible.

Well, not actually. This statement is only true for companies who have not yet harnessed the power of predictive analytics to gain customer insights. Up until now, most companies tackled customer retention by taking corrective steps after they went wrong to avoid losing out on potential customers. Today, companies can use predictive analytics to anticipate customer spending and focus on creating the

The Board of Directors at BPESA Western Cape has initiated structural changes in response to changes in market conditions and needs.

These structural changes are currently being implemented and are planned to take effect by the end of the year.

As a conclusion to the implemented changes, the Board of Directors has now decided on BPESA Western Cape’s future structure.

You will recall that in my last communication in August, I shared with you the process that BPESA is undertaking to re-establish itself as a National Industry Body that is truly inclusive, representative of all its stakeholder groups and properly enabled to fulfill its mandate.

To remind us all, the mandate of BPESA is to create jobs. It does this by raising awareness of the industry’s potential internationally and domestically – in the process attracting new investments. It achieves this by

The Board of Directors at BPESA National has resolved to: review the BPESA value proposition and positioning; review and refine the membership model; and redefine its operating model and structure to enable it to better serve its growing group of stakeholders and respond to changes in market conditions and needs.

To plan and manage these changes, the BPESA National Board has appointed a Transition Committee with representation from BPESA Western Cape, BPESA Gauteng and BPESA KZN

Latest data from the 2016 BPESA Key Indicator Report reveals that the BPO sector has created 222 500 jobs to date.

The BPESA Key Indicator Report is the official research publication for the South African BPO/Contact centre sector, providing insights on key industry metrics such as employment status, attrition rate, absenteeism, salary breakdown, and an overview of the South African value proposition.

The youth of today are designing the South Africa of tomorrow, but sadly many young South Africans lack proper guidance and support as well as basic life-skills training, which is critical to building a sustainable future for themselves and the generations to follow.

Furthermore, they stare a range of social pressures and challenges in the face, just waiting to derail them off course.

BPESA is excited to announce that it will, for the first time, be hosting a second installment of the popular BPESA Sports Day and will be introducing new training Boot Camps as part of its industry development initiatives.

The second Sports Day will take place in October, with the three series Boot Camps kicking off in late August which will run over 3 months.

The largest Customer Experience Management Summit in Africa will take place on the 16th and 17th of August 2017 at the Century City Conference Centre in Cape Town. Now in its 6th year, the summit has grown exponentially, already showing a 35% increase in attendees on 2016’s event.

With swift advancements in technology, industries need to be innovative and flexible to changes within the CX ecosystem. CEM Africa 2017 will explore both the current and future state of CX. The event commits to

Recently I attended the Brexit & Global Expansion Summit in London, an event that brought together politicians, businesses, and investors for discussions on the investment implications of Britain’s tectonic decision to leave the EU.

One of the sectors we discussed in depth was offshoring and outsourcing. No one has a crystal ball, but what is clear is that Brexit has challenged so many fundamental economic assumptions about the value proposition for a British business operating a customer


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