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.
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.
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.
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.
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.