BPESA

Business outsourcing firm Sigma Connected has triumphed in a number of categories at one of South Africa’s most prestigious industry awards.

Sigma Connected, which offers customer contact centre services in the energy, utilities, telecommunications and finance sectors, has won nine awards at the 2022 Cape BPO Awards, which recognise best practice and achievements across Western Cape’s BPO sector.

The awards highlighted both company and individual successes within Sigma from over the past 12

Business outsourcing provider Sigma Connected and its senior directors have made a significant donation to the historic KFM and LottoStar radiothon which has raised South Africa’s largest amount of money ever in a 12-hour period.

Sigma Connected, which is based in Western Cape, gave R35,000 to the campaign which has raised a staggering total of R20,000,000 for the Peninsula School Feeding Association, which provides meals to children across Western Cape.

The R35,000 total from Sigma included

A South African business outsourcing provider has announced the appointment of a new director who will be responsible for bringing in new clients and delivering growth across the country’s domestic market.

Sigma Connected South Africa, which offers expertise in customer contact and collections across South Africa’s utilities, retail, financial services and telecommunications sectors, has appointed Nompumelelo Nyawo as New Business Development Director based in Johannesburg.

Reporting to

7 ways to deliver leading digital customer service

Succeeding in a digital-centric world takes more than just meeting customer demands. You have to anticipate customer needs. Provide personalised, omnichannel experiences that are context-based and low effort. Here are seven ways to deliver leading, digital customer experiences.

Dear Members

I trust you are well.

The Covid-19 pandemic has brought about unprecedented changes in the workplace. The International Labour Organisation has conducted country-wide surveys and interviews with organisations to find out how the disruption caused by the virus is playing out. The report details how hybrid work is here to stay and how firms have harnessed productivity improvements during the pandemic, but other matters such as gender inequality took a backward step.

The issues

Download our research report: Operationalise customer feedback in your contact centre

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The top CX trends for 2022 and beyond

In this report, we share how the 8 CX trends — spanning platforms, data, personalisation, metrics and talent — will reshape their strategic agendas and yours. We explore what these trends mean for your business, the benefits of getting ahead of them — and the risks of being left behind.

AI in the contact centre: Should we believe the hype?

While AI is currently on everyone's radar, and applications are available and ready for use, the contact centre industry's ability to implement and adopt true AI remains some way off. As it stands, AI permeates the contact centre in pockets, most commonly in intelligent chat bot solutions that automate responses, or allocate calls to the appropriate agent.

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The evolution of customer experience

We’re all aware that customer experience has come a long way from traditional reward programmes. It’s no longer purely a measure of satisfaction, but a business imperative, grounded in customers’ changing needs and expectations, and these changes have important implications for how customer experience is operationalised.

Resolution and pay-on rates rise after Hahn Collections integrates WhatsApp

Hahn Collections partnered with Pivotal Data to integrate WhatsApp for Business into the company's contact centre operation. The company's pay-on rate is now five times higher than the rate achieved when using SMS. The results achieved using Pivotal Data's WhatsApp for Business platform has prompted Hahn Collections to implement the service across all of the company's clients.

SelectONE uses Pivotal Talent AI solution for faster, more accurate recruitment

Leveraging Pivotal Talent's automated solution in SelectONE's recruitment process helps to deliver cost and operational efficiencies by streamlining hiring and delivering faster results, without sacrificing accuracy.

And by making more accurate selections upfront, SelectONE boosts talent retention, which reduces the costs associated with hiring the wrong person or responding to high staff attrition rates.

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