Tag: Noori Allie

Artificial intelligence (AI) and data have the potential to radically transform contact centre quality assurance (QA). Where continuous improvement has traditionally been incremental, AI can drive progress in giant leaps. In the world of customer loyalty programs, contact centres play a pivotal role in the customer experience.

We live in a time when attracting and retaining top talent across a multi-generational, increasingly mobile workforce is massively challenging. It is a global phenomenon that is critical to the success and sustainability of every business, but notably so in South Africa’s business process outsourcing (BPO) industry which is increasingly the country’s top export to international markets.