How do your digital & voice collections strategies stack up against your peers?

How do your digital & voice collections strategies stack up against your peers? Choosing the right channel for engaging with customers is key to delivering the best customer experience. But how do you decide? When is it is right to automate the customer contact on a digital channel and when should the human touch remain […]
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How to deliver exceptional customer service

From ‘good’ to ‘great’: How to start delivering exceptional customer service The energy sector is currently facing existential challenges. Though wholesale gas prices have gone up, price caps are forcing suppliers to sell at a loss. Consumers are also increasingly worried as new inflation highs mean they’re still struggling to make ends meet despite government […]
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What is a self-managed team and how does it work

Although the traditional, hierarchical team structure has been a workplace staple for decades, it may no longer be the most efficient way for some businesses to work. With customer experience (CX) and employee retention being more important than ever before, business leaders must think of innovative ways to make the most of their employees’ skills […]
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Where’s the human element gone in customer service?

What is the human element in customer service and where has it gone? We’ve been relying on technology to make customer service more frictionless over the last few decades and, in many ways, that has been achieved. However, as customer service evolves, so do customers’ expectations. Increasingly hard-to-meet expectations are bad news for businesses because, […]
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Making a difference – How Impact Sourcing can help reduce unemployment and grow South Africa’s economy

With South Africa’s unemployment rate standing at 34.4% in the second quarter of 2021, and the youth unemployment rate at a catastrophic 74%, people from underprivileged backgrounds continue to face socio-economic barriers that prevent them from entering the job market, thus limiting their opportunities and compounding the nationwide problem. One solution is Impact Sourcing. This is […]
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Get paid on time

Helping customers pay on time: Our top 3 approaches

Helping customers pay on time: our top 3 approaches Over 50,000 SME businesses go bust each year due to problems caused by late payments. Therefore, businesses that rely on regular payments from customers to stay afloat must ensure that those payments arrive on time. To help companies prevent late payments from impacting them negatively, we’ll […]
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The importance of empathy during collections

The importance of empathy when collecting late payments Despite the ONS (Office for National Statistics) reporting that the UK unemployment rate fell to just 4.1% — a near pre-pandemic figure — inflation continues to take its toll on people’s wages, which have largely remained stagnant in the recent decade. With the cost of living and […]
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Bring back the human element

Where did the human in ‘human touch’ go? The path towards a truly customer-centric service with a genuine human touch can be a challenging one. This is especially the case if your company doesn’t have a comprehensive plan in place to embed Human Experience in every area of customer service.
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What does the customer experience of the future look like?

What does the customer experience of the future look like? Did you know that once a provider loses a customer, 68% of them won’t return? Aside from a few exceptions, most top brands won’t be able to maintain their status as market leaders based solely on their products and services anymore. Now, more than ever, […]
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Are self-managed teams changing the shape of customer experience?

We are fortunate here at Sigma that we are servicing many industries, flexing around their day-to-day challenges. These businesses and sectors are, more than ever, seriously considering the self-managed team route and how outsourcers like us can support them on that transformational journey to support customers during what are unique times. This paper presents a…
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