What is a self-managed team and how does it work

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 […]
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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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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. In this whitepaper, we discuss […]
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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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Bounce Back Loans – a fine balancing act for lenders

With the Government having introduced a variety of financial business support schemes to get companies through the pandemic, the question now is how sustainable are they and what is next for initiatives such as the Bounce Bank Loan Scheme and the Coronavirus Business Interruption Loan Scheme. At this critical economic moment, with around £76 billion […]
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