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Call Center

What Makes Cape Town Attractive to the International BPO Industry

Simulation Training Takes Hold in Customer Service Centers

The Contact Centre (CX) Workforce Wants to Stay Home

Calabrio Paves the Way for South Africa’s Cloud Contact Centre WFO Journey Alongside AWS Cape Town Launch

True Cloud vs Fake (Hosted) Cloud: What’s the Difference and Why it Matters

Agility and Adaptability Strategies in the Contact Center

15 Tips for Secure Remote Work for Today’s Customer Service Agents

Self-Scheduling: The Answer to Agent Stress in Modern Omnichannel Contact Centres

How to Effectively Use the Phonetic Alphabet in a Call Center

Fraud Prevention v Customer Experience – Getting the Balance Right in Contact Centres

Selecting Agent Management Solutions – Are You Asking the Right Questions?

Contact Centre Operations: Keep it Simple – Keep it Human

Please Hold, Your Call Is Important to Us: Call Centre Software Tools

The Smart Approach to Resolving Complexity in Contact Centres

Contact Center Outlook: 2022 Promises to Be a Year of Continued Digital Disruption

A CEO’s Perspective on the Evolving Contact Centre Market

The Secret Jet Fuel for a Stagnant Contact Center

A Glimpse Into 2022: How Can Contact Centres Plan Ahead?

Three Ways to Maintain a 5-Star Contact Centre