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Pandemic to speed up adoption of voice biometrics

COVID-19 will accelerate the use of voice biometrics to improve security, particularly in the contact centre and financial services sectors, says Forrester.


A shot for youth to enter BPO sector as training opens

Cape Town opens applications for the next cohort of young people to receive training in order to join the business process outsourcing sector.


Cape Town’s call centre sector makes employment inroads

More than 6 000 new business process outsourcing sector jobs were created in the City of Cape Town last year alone.


SA consumers expose biggest call centre frustrations

South Africans cite being contacted without their permission among the major frustrations when dealing with outbound calls from call centres.


Beware: Cold calling contact centres offer extortion as a service

The use of outsourced call centres to extort money via ransomware is a sinister ramping up of cyber crime activities − the latest refinement, so to speak, of a nasty trade.


Call centre boom: Cape Town scores

Universe Direct, SA's largest distributor of refurbished IT equipment, says it is well-placed to meet the demands of the new call centre business entering South Africa.

Jul 17, 2020

SA’s call centres get R4bn investments, navigate COVID-19 pain

South Africa’s business process outsourcing market continues to thrive during the COVID-19 lockdown after attracting billions worth of investments.


BPO sector attracts R954m in Cape Town, creates 2K jobs

The city identifies business process outsourcing as a priority sector due to the job opportunities and investment potential it creates.

May 15, 2020

Lockdown diary: Nic Laschinger, Euphoria Telecom

Euphoria Telecom is playing crucial role in helping local SMEs transition to remote working during the current lockdown, says CTO Nic Laschinger.

Dec 12, 2019

Cloud, AI and RPA – call centres in 2020

The line between call centres and functions like finance, sales and support is blurring as companies use cross-functional experience to enhance customer service, says Ian Goss-Ross, chief executive officer of Elingo.

Jun 13, 2019

Data is the fuel that powers AI-driven CX

Genesys is hosting a Blended AI Summit to explore how AI can improve the cus-tomer experience within contact centres.

Aug 3, 2017

SA call centres jump on Watson bandwagon

The industry has taken the front seat in the adoption of IBM's cognitive computing system, with Multichoice currently testing the technology.

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