The Contact Centre Industry of South Africa stands to lose skilled resources, both current and new, based on the new Critical Skills List Gazetted on 1 February 2022, and its additional requirements.

A new call centre in Mitchells Plain hopes to employ 1,000 young people from the Cape Town suburb.

When Artificial Intelligence (AI) comes up in discussion groups or forums, people immediately imagine robots taking over humans. Especially in contact centres, agents tend to think that AI has come to replace them. Is that really the case?

Cloud-based workforce management solution supports 4,000 contact centre agents at one of Africa’s largest banks

The Services Sector Education and Training Authority (Services SETA) invites suitably qualified and experienced Subject Matter Experts (SMEs) to apply for Discretionary Grant funding

So only 9 months of the year to go. Time is just zipping past us. We are going into a month of short weeks and staff taking leave to enjoy time off with their families.

The industry has seen some fantastic growth of late and it is good to see how things are getting back to the new world of normal.

Now is the time to look at how to ignite growth and at the same time improve retention within your contact centre business.

RPL, or Recognition of Prior Learning is one of the most interesting topics in the human capital and skills development industries. Every

Today, chatbots play an important role as virtual helpers in providing digital customer service across all channels.