SASSA seeks a cloud-based omni-channel contact centre as a service solution. (Image source: iStock) National Treasury’s eTenders Portal delivers a mixed bag for the ICT industry this week, with a rush of new advertisements favouring those companies that are eager to engage in lower value, quick turnaround quotation requests. A new tender from the South…
Why people hate repeating themselves: The psychology of contact centres. There are few phrases in customer service that can change the emotional temperature of a conversation as quickly as: “Can you explain the issue again?” It sounds harmless and sometimes it is even necessary. Yet for the customer, the request can feel like far more…
Many contact centres are moving to cloud-based solutions and opex models. (Image source: 123RF) South Africa’s contact centre industry is growing fast, and BPO services are looking to agile, reliable cloud platforms to help them scale up. So says Nazeer Adam, founder and CEO of wholesale telecoms provider iMobility, whose unified multi-tenant, redundant and extremely…
The ribbon cutting ceremony at Afrizan’s new contact centre. Afrizan People Intelligence BPO has opened a new contact centre in Cape Town, expanding its national footprint and creating employment opportunities for hundreds of young South Africans. The launch marks the next phase in the company’s rapid growth trajectory and strengthens its position as a high-performance…
Think of how many surfaces you touch every day, from your kitchen bench to the hand rail on the bus or train, your work desk and your phone screen. A range of nasty viruses and other germs can easily spread via these surfaces. The typical route of infection involves touching a contaminated surface – and…
Churn rarely arrives with a bang. It builds quietly, interaction by interaction, until a “sudden” spike forces a board-level response. At CallMiner’s executive roundtable last week, senior leaders kept coming back to the same uncomfortable idea: when customers leave at scale, it’s often less about the product and more about what happens when they ask…
The Ambassador of Sweden to Uganda, Maria Hakansson, has held talks with State Minister for Regional Affairs John Mulimba following Sweden’s assumption of the chairmanship of the International Contact Group for the Great Lakes. Hakansson said Sweden took over the six-month rotational leadership of the group in January 2026, prompting renewed attention in Stockholm on…
Up to 30% of SA’s GBS workforce is concentrated in Durban, says BPESA. Considered somewhat of a late entrant into the global business services (GBS) space, coastal city Durban is now entrenching itself as a leading GBS hub. This, as 25% to 30% of SA’s GBS workforce is concentrated in the KwaZulu-Natal (KZN) capital city,…
Why AI in the contact centre is only as good as your strategy. Artificial intelligence is everywhere in business conversations right now. In the contact centre space, it is often hailed as the next great leap forward, promising to transform customer interactions, improve efficiency and drive significant cost savings. Yet, for every success story there…
Gauteng’s education department is working to resolve technical issues impacting its call centre number. The Gauteng Department of Education (GDE) says its 0800 000 789 call centre number is experiencing technical issues. This comes as the provincial education department is in the process of its 2026 online admissions application period for grades one and eight,…
