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Articles

4:20
Outsourcing and Managed Services
Mar 22, 2011

Improving productivity creates jobs

The South African BPO industry must first correct its misunderstanding of what productivity actually is, says Patrick Coleman, CEO of Customer Service Engineering.

CSE
2:40
BI and Data Analytics
Nov 22, 2010

Agent inefficiency costing SA contact centres

A CSE study reveals that poor efficiency, not lack of government incentives, is the main reason why the local contact centre industry is failing to grow at predicted rates.

CSE
1:10
BI and Data Analytics
Nov 11, 2010

CSE runs BI workshops with BPeSA

Customer Service Engineering attended the two workshops on BI in the contact centre.

CSE
2:40
Outsourcing and Managed Services
Oct 21, 2010

SA requires productivity measurement to compete globally in BPO space

The lack of productivity measurement is causing SA to be less competitive, says CSE.

CSE
3:40
CX
Sept 21, 2010

Why is my problem not being sorted the first time?

A holistic approach considers the cost of handling a transaction, and the cost of multiple transactions incurred by causing a customer to contact the company more than once, says CSE.

CSE

Articles About CSE (2)

3:10
Governance risk and compliance
Sept 29, 2026

SonicWall launches local CSE POP in SA

Keeping traffic localised reduces complexity and supports data sovereignty for South African organisations, says Ian Parker, executive manager for partnerships and technology at LOOPHOLD.

1:10
Telecoms
May 4, 2012

Australia seeks to control new media

A report has introduced regulation intended to force media groups to produce more local video content.

Alex Kayle