BPO Contact Centres and AI: Taking Giant Strides in 2022
It certainly would be no overstatement to say that AI (Artificial Intelligence) has propelled the contact centre industry in recent times. Take this for an example: all of the simple requests can be takencare of using automated answers. The users can select the issues they are facing from a wideset of options. Business Process Outsourcing […]
How does Agent Empowerment drive Customer Delight?
Agent empowerment is fundamental in the CX Management process, especially since the recent pandemic saw Agents having to face sharply rising query volumes, increasing customer anxiety, having to adapt to a remote work environment; not to mention how the acceleration of digital adoption has placed a 24/7 consumer-demand on businesses. According to a recent report, Business leaders […]
How to Find the Right BPO Partner for Your Business
Is your business growing and the need for scaling up becoming more pertinent? There are many benefits to be derived from outsourcing certain functions to a Business Process Outsourcing (BPO) company.Partnering with a BPO provider has the potential to take a significant load off your business, allowing you to grow to new heights, while saving […]
Ways to Improve Back-Office Operations
It won’t be wrong to say that the COVID 19 pandemic has forced everybody, including million-dollar businesses, to rethink their back-office business strategies. Companies who have been well-entrenched in the Customer Services business for many years have all felt the impact of the pandemic as it accelerated digital adoption in seismic proportions. Customers expect personalised […]
3 Big Reasons for the E-commerce Industry to Hire CX Management Services
There are several reasons for the e-commerce industry to outsource their Customer Experiences services. It goes without saying that people tend to buy a great deal of products and services using online shopping platforms. This means, all the problems associated with the products and services that people buy will also have to be addressed by […]
BPO Boom: The Need for Customer Interactions in the Digital Age
There has been a lot of talk around the digital boom (and AI) in the BPO industry. Contact centres and companies have been working day-in and day out in order to provide their customers with the best-in-class services. However, there is something missing. In the age of digital media and online interactions, the element of […]
Customer service in the digital age. Do we still need human interaction?
We at iSON Xperiences believe human interactions will always be vital to any customer service strategy. While new-age technology is a great first line of defence for any customer service situation, it should not be the only strategy, as that can leave customers feeling disconnected from your brand. Marketers today face the challenge of trying to engage with consumers […]
Why is the e-commerce industry in need of hiring BPO services?
Imagine a world without online shopping – You can’t imagine, can you? Over the last few years, we have witnessed the birth of an increasing number of e-commerce businesses. These have ventured into almost every domain and category of products as well as services like electronics, grocery, digital wallets, travel bookings, etc. Today, every need […]
South Africa’s rising BPO industry
With the growth of a consistent CAGR of 13.2% during the forecast, the BPO industry in South Africa is estimated to be worth USD 3.6 billion by 2027. The secret to the emergence of more and more BPO’s in South Africa is the unconditional national government support. Overall operational flexibility blended with governmental aid has considerably elevated […]
Why South Africa for call center outsourcing?
By the year 2025, the cumulative demand of business process outsourcing that has been on an exponential rise is estimated to cross the mark of USD 343.2 billion, thriving at 7.4% of CAGR. Honestly, it is not really a huge surprise, as global enterprises are forever seeking trustworthy as well as sustainable offshore outsourcing locations. […]
