Tag: iContact BPO
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Your technology stack is not a customer experience strategy
By Clinton Cohen, CEO of iContact BPO There is a seductive logic to the way the CX technology market presents itself. A new platform promises unified customer data. A new AI […]
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From capacity to credibility and depth
By Clinton Cohen, CEO, iContact BPO Customer experience outsourcing is entering a new era. For years, the industry was measured by scale: seat counts, headcount and cost-per-contact. Those metrics still […]
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Strategic CX outsourcing in retail: Balancing operational efficiency and brand integrity
The retail sector continues to navigate tremendous change, with high consumer expectations, constant margin pressure and the need for operational efficiency. In this challenging environment, retailers are increasingly turning to […]
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iContact BPO partners with Krisp AI to enhance productivity and customer experience
iContact BPO, a leading South Africa-based business process outsourcing (BPO) provider serving international markets, has partnered with Krisp AI to deploy its AI-driven noise cancellation technology across its contact centre […]
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South Africa’s BPO sector is country’s fastest growing export
By Clinton Cohen, CEO of iContact BPO As South Africa continues to rank in the world’s top 3 offshore CX delivery locations, the country’s status as a leading destination for […]
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The top 10 outsourcing myths debunked
Outsourcing is surrounded by misconceptions. Dispelling these is crucial for businesses to make informed decisions about outsourcing and to fully leverage its many potential benefits. Clinton Cohen, CEO of iContact […]
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The Great Resignation sees South African BPO providers stepping in to fill the gap
The Great Resignation has seen more than 4.53 million Americans leave their jobs as at the end of November 2021 according to a JOLTS report. While many factors are driving […]
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Are you leveraging your customer contact centre data as the fundamental CX differentiator that it can be?
By Clinton Cohen, CEO at iContact BPO Your customer service contact centre should be the hub of your customer service strategy and design. It is the melting pot where all […]
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Embracing impact sourcing in the Global Business Services Sector
With South Africa nominated best offshore CX delivery location in 2021 in the Ryan Strategic Advisory BPO Omnibus Survey, its Business Process Outsourcing (BPO) industry has been given a significant […]
As artificial intelligence (AI) and the African Continental Free Trade Area (AfCFTA) reshape the marketing BRC confirms 1 January 2027 launch for Total Video Measurement
The Broadcast Research Council of South Africa (BRC) has confirmed that Total Video Measurement (TVM), Jacaranda FM reveals the Top 10 entrepreneurs in this year’s “Her Perfect Pitch” competition
Jacaranda FM has officially announced the Top 10 entrepreneurs selected for the latest edition of its …
By Shobana Sruthi Mohan, Enterprise Analyst at ManageEngine For the past two years, enterprise AI The era of “feel-good marketing”: Why positivity and purpose-driven storytelling is cutting through the noise
From rising living costs and global uncertainty to the relentless pace of the 24-hour news Community involvement cannot sit on the margins of a media business
By Dimakatso Manganyi, HR Manager and Corporate Social Investment Lead at Kaya 959 When more DOOH is rewriting the rules of game day
As fans take the action beyond the stands, digital out-of-home gives brands a way to Anthropic and Salesforce announce Claudeforce & Salesforce in Claude
Salesforce and Anthropic are announcing Claudeforce, an expanded strategic partnership bringing Claude’s intelligence and reasoning Why the best business strategy is nothing without a clear execution strategy
By Thuto Motsie CA (SA), CEO of Thamani When a company develops a business strategy Africa’s AI opportunity starts with infrastructure and independence
