With only a couple of weeks to go until energy prices increase for millions of households’ energy companies have been busily notifying their customers of the increase and putting additional processes in place to review direct debit payments ready for when the increase takes effect. Over the past few weeks, I’ve spoken with many energy […]

How to keep the human element in customer service A shocking 59% of consumers say that companies have lost touch with the human element of customer experience. The “human element” refers to the possibility of a genuine connection between a customer and a service agent emerging during a customer service interaction. It’s vital that these […]

Why should South African businesses consider impact sourcing? In conversation with Aeysha Coetzee-Ismail. The Covid pandemic has had an impact on every individual and every industry, but the effects have been more significant for people in lower-income communities. By investing in impact sourcing, Sigma Connected is able to grow and retain its employee numbers while providing opportunities […]

The Human Touch Significant advances in technology over the past few decades have transformed the way companies deal and interact with customers – enabling even more products and services to be tailored to individual needs and specifications, improving efficiency with automated and streamlined processes. But while this friction-free way of working has proved attractive to […]

How a human touch improves customer loyalty and retention A staggering 74% of customers say they’re more loyal to a company when they can speak to a real person instead of an automated system when they need assistance. Whilst digital solutions are great for improving efficiency and providing 24/7 support, it’s clear that human beings […]

Why you should consider outsourcing your collections The global market value for outsourcing customer service is set to reach almost $82 billion in 2022, as more companies realise that they don’t need in-house customer service teams to provide great customer experiences. Outsourced and in-house collection teams are a vital customer touchpoint and an essential part […]