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. […]
Work at home agents V/S Call centre agents at premises
The unprecedented pandemic amassed chaos, upheaval, and disruption at numerous industrial sectors. From industries like hospitality, aviation, entertainment, BFSI, medical care, and so on. Though it is a never-expected situation, the BPO industry has proved how resilient it is by coming up with remote work, so that the call centre agents are able to seamlessly […]
What are the advantages of diversity in the Customer Experience Industry?
Gone are the days when focusing on customer experience was enough. In this cut-throat competitive scenario of the industry, curating a skilled workforce focusing on both customer experience and inclusion is the need of the hour.To clear your fog doubts, let’s classify ‘diversity into types. Roughly there are about three kinds of diversity namely experience, skills, and […]
How intelligent automation is changing the BPO industry
Lessening the manual labour and looking for reasonable outsourcing destination nations is not enough to go by. The average labour arbitrage, that too in a BPO industry, has curtailed over time.Then again too much cost-cutting might put a dent in the customer service altogether. The cumulative customer experience comprising process quality and operational efficiency may largely suffer […]
Future of Outsourcing by 2025
Today’s businesses around the globe are doing their best to cement a strong foot in the outsourcing landscape. Added to this, 2020 has certainly been a volatile year where we witnessed that things can change drastically at any given moment. Thankfully, the past year has also taught us to be prepared for the global pandemic, […]
