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 […]

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 […]

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, […]

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 […]

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.