Why South Africa is the ideal offshore customer service location

Why South Africa is the ideal offshore customer service location Are you considering offshoring aspects of your customer service but unsure where to start? In this ebook, we debunk some of the myths surrounding offshoring, such as cultural and communication differences, high costs, and how difficult it is to find an outsourcing team that adopts […]
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Key trends in UK debt recovery

Key trends in UK debt recovery in 2022

Key trends in UK debt recovery in 2022 Managing debt recovery is a challenge at the best of times. Ensuring a decent level of owed monies are repaid without alienating long-term relationships is never easy. Debt collection also takes on a social angle, especially when considering the extent to which recovery helps in poverty alleviation. […]
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Retail in the digital age whitepaper

The changing face of retail: how to deliver customer service in the digital age Competition has steadily been heating up in the retail sector for some time. Customer preference toward online shopping is expected to continue as total worldwide sales are forecast to surpass $30 trillion (USD) by 2025. At the same time, retailers are […]
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Customer Retention: What you need to be doing

Customer Retention: What you need to be doing Brand loyalty was tough before, but it’s been even tougher in recent years. According to McKinsey, 75% of consumers altered their brand preferences during the pandemic, and almost 40% deserted trusted brands to try new ones. There has never been a better time to develop brand empathy […]
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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 role must brands play to support customer wellbeing

What role must brands play to support customer wellbeing? How likely is it that a consumer will cut a company loose because of a terrible experience? Today, most business leaders would agree that it’s highly likely. In an ever-sophisticated digital world where consumers voice their customer experience horror stories on just about every platform, brands […]
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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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