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Customer experience management has never been as challenging for enterprises as it is today. Going forward, the capacity to win new consumers and retain existing ones will be even more confusing, with ongoing rapid changes in end-user expectations, technology, and the need for business continuity.... Read More
Without question the pressure for organizations to manage their customer experience functions to the highest levels of quality have been intense over the past several years. And, while trends come and go in terms of how best to achieve the best results for consumers on voice and digital platforms... Read More
Amidst the sheer mass of the global dilemma mankind is faced with; it has become exceedingly difficult to remain confident and self-assured. I have found absolute joy and unwavering contentment recently in the simple pleasure of time spent in candid conversation with my kids.... Read More
Sirisha Govender Capability BPO and Debt-IN Head: Training & Quality
With the global pandemic of COVID-19, many online essential service companies are seeing an unprecedented increase in customer demand. An online retail demand service in the United States is one such company. The client experienced a rapid increase in customers needing their services, which, through our... Read More
On 31 December 2019, the World Health Organization (WHO) reported a cluster of pneumonia cases in Wuhan City, China. ‘Severe Acute Respiratory Syndrome Coronavirus 2’ (SARS-CoV-2) was confirmed as the causative agent of what we now know as ‘Coronavirus Disease 2019’ (COVID-19). Since then, the virus has spread... Read More
Most companies enabled 40-60% of their workforce to work remotely during COVID-19; with a number of companies reporting ~5% increase in productivity • Robust remote working infrastructure, augmented by relaxations in network infrastructure provisions and additional spectrum allocation, facilitated the quick transition... Read More