Remote work expectations high among businesses
Like much of the workforce, a vast majority of companies expect post-pandemic work to be remote at least half the time, shows a Lenovo survey.
Chatbot frustration leads to consumers opting for human interaction
The human element remains critical to resolving queries, with most locals preferring to communicate to a contact centre agent rather than a chatbot.
‘Remodelled’ Dimension Data to retrench 480 employees
Through a Section 189 process, the company starts consulting with stakeholders and employees, with a view to implementing a new operating model.
Merchants goes live with Avaya Private Cloud solution
The contact centre transformation project comes as Merchants looks to achieve new levels of growth in the increasingly competitive BPO industry.
Job cuts loom at Dimension Data unit Merchants
The contact centre solutions provider commences a consultation process as it looks to retrench some of its employees.
DiData's Merchants acquires Canadian BPO solutions provider Millennium 1
The acquisition will expand Merchants' go-to-market offerings in North America, says Dimension Data.
New offshore contact centre boosts SA jobs
The launch of an offshore contact centre in SA by Silver Top Taxis in Australia, in partnership with Merchants, a Dimension Data company, will create 84 new jobs.
Is your business ready for micro-moments?
Micro-moments refers to the moments when people reflexively turn to a device to act on a need to learn something immediately, says Merchants.
CT bags multimillion-rand BPO deal
Merchants launches an Australian offshore business process services campaign that will be serviced from Cape Town.
Personalisation, analytics to change call centres
If applied effectively, analytics will revolutionise the future of customer experience and differentiate services from competitors, says Dimension Data.
Mercantile bank unveils POS lending facility
The bank has introduced a new point-of-sale package which includes a lending facility.