By Ryan Falkenberg - Originally published by Generation BPO Magazine (Issue 3) The IT and Digital Cluster's focus is to help CapeBPO members more effectively service global demands, digitally. To achieve this, the team aims to gather insights into...

By Ryan Falkenberg, – Originally published by IT Web. As organisations grow, the pressure to maintain the service levels that led to their growth increases. Delivering effective customer service at scale requires specialist skills – skills that are not core...

By Ryan Falkenberg, - Originally published by Retail Brief Africa Outbound call centres have never had to work harder to remain relevant. Today’s customer has a plethora of tools that allow them to screen and block unsolicited calls. And even when they do pic...

As expected, digital disruption is picking up speed, transforming the way we buy products, access public services and get customer service from organisations. We are becoming more comfortable self-serving for things, ranging from paying our tax via e-filing to ordering our groceries, and as digital...

By Ryan Falkenberg, Co-CEO of CLEVVA, - Originally published on IT-Online South Africa’s business process outsourcing (BPO) sector has built its reputation on the quality of its people. Our contact centre agents are some of the best in the world, offering war...