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London, UK – 1 March 2023 – Webhelp, a leading global customer experience BPO player, today announces the appointment of Benjamin Faes as CEO of the UK to further spearhead growth in the region. Benjamin, whose experience includes 13 years at Google and CEO of AOL France, was VP of Global Sales and Marketing at Webhelp prior to his promotion.

Benjamin has had a pivotal role at crucial moments in the evolution of digital transformation, from playing a key part of Google’s acquisition of

South African business outsourcing company Sigma Connected has announced it has already created hundreds of new jobs as part of its pledge to create 1,000 roles across the country by 2025.

The company, which offers customer contact services to the South African financial services, education, telecommunications, insurance, hospitality, and retail sectors, has already created and filled 500 new vacancies over the past six months at its offices in Cape Town, Johannesburg and Pretoria.

Over 100

In today's rapidly changing business landscape, companies across all industries are looking for ways to stay ahead of the curve and remain competitive. One of the key ways to achieve this is by embracing digital transformation and moving your business to digital platforms like web and mobile apps. Not only does this provide a more modern and efficient way of doing business, but it also opens up new opportunities for growth and innovation.

At GEN318 (Pty) Ltd, we understand the importance of

In the wake of the COVID-19 pandemic, more of us are working remotely than ever before. According to Cisco Global Hybrid Work Report, 86% of South African employees believed that hybrid and remote working had benefited all facets of their well-being, with that total being above the 78% worldwide average.

 

It’s interesting to observe that more than two-thirds (70.3%) of Gen-Z’s (born between 1997 and 2010) stated that working remotely increased the quality of their work, compared to 49%

The big sales aftermath: Elerian AI voice-based Digital Agent presents contact centres with the perfect solution to reverse logistics woes 

Whether or not the festive season meets retailers’ expectations, it comes with increased pressure on reverse logistics as consumers seek to return some of their purchases. Elerian AI, a Conversational AI company, has recognised this as a major challenge for contact centres and has developed a Voice-based Digital Agent where conversations and user-intent drive the tasks and processes through innovative use of proprietary technology. 

Connect acquires Pivotal Data and illation

Cloud communications experts Connect has announced the acquisition of South African providers of enterprise communication, customer experience (CX) and cloud contact centre solutions, Pivotal Data and illation. The acquisition not only expands Connect’s presence in the South Africa market, with the local company set to operate under the Connect SA brand, but also increases the company’s skilled resource to support global clients.

Contact centre trends in 2023: CX, EX and AI

The contact centre industry pioneered the use of advanced technologies to enable seamless remote work and to enhance CX.

2023 will see a continuation of this trend and contact centres will continue to deploy advanced technologies and unchartered CX strategies.

Monetization of CX Quality Metrics

Any process effectiveness is validated through monetization and CX quality monitoring is no exception.
Watch the workshop excerpt conducted by TransMon CEO – Sachin Manan as to how your improvement in quality metrics can be monetized.

Multi-Dimensional Quality Score

Topics Covered
1. Significance of Multi-Dimensional Quality Scorecard for CX touchpoints
2. TransMon’s 4 stage methodology to create your Multi-Dimensional Scorecard

Western Cape business outsourcing company Sigma Connected has launched its new Community Foundation which will see R20,000 donated every quarter to local charities and good causes.

The company, which offers customer contact services in multiple sectors from its offices across Western Cape, has launched the new initiative in a drive to further support local communities – with its employees having a direct say in where donations are made.

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