Mark ChanaDurban Call Centre shows the importance of agility during a global pandemicWhile 2020 was a year of disruption, it also welcomed the growth and acceleration in several digital and technological trends, and those…Feb 17, 2021Feb 17, 2021
Mark ChanaWhy more countries are turning towards the BPO sector in South AfricaBusinesses from countries including the US, the UK and Australia are increasingly turning towards South Africa to outsource business…Jan 20, 2021Jan 20, 2021
Mark ChanaSouth Africa’s BPO sector will contribute widely to the country’s economic recoveryMy main focus this year has been ensuring that all our staff are safe, and our business can continue. As we head towards the start of 2021…Dec 23, 2020Dec 23, 2020
Mark ChanaHow contact centres and the BPO sector are evolving due to COVID-19It’s difficult to remember a time before COVID-19. The pandemic has been with us for less than a year, but it feels much longer. And this…Dec 9, 2020Dec 9, 2020
Mark ChanaWhy digitisation is key to improving the customer experience for contact centresThe customer experience is at the heart of everything we do at CCI South Africa. We’re always working on ways to improve it, particularly…Dec 9, 2020Dec 9, 2020
Mark ChanaHow contact centres can maintain 24-hour customer service during the pandemic | Mark ChanaBPOs like CCI South Africa work with various overseas clients. This means we must provide the same quality of service 24 hours a day, no…Nov 18, 2020Nov 18, 2020
Mark ChanaWhy South Africa’s BPO market has big growth potential | Mark ChanaSouth Africa has come in second as the most successful business processing outsourcing (BPO) market sector in the world. This is the third…Nov 18, 2020Nov 18, 2020
Mark ChanaInside a Durban call centre in the age of COVID-19 | Mark ChanaWe’re all finding our way in a COVID-19 world. And for businesses, there is the ongoing challenge to continue working while keeping…Sep 14, 2020Sep 14, 2020
Mark ChanaHow to keep call centre agents engaged and improve contact centre culture | Mark Chana5 ways to improve contact centre culture and keep call centre agents engaged with client goalsAug 11, 2020Aug 11, 2020
Mark ChanaConsidering a call centre career? Here’s what you need to knowWorking in a call centre today offers the potential for a long-term career in an innovative sector. Here’s what a call centre career looks…Jul 13, 2020Jul 13, 2020
