New Critical Skills List 2022

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.

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AI in the Contact Centre: A Necessary Evil?

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?

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Editor's Note - April 2022

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.

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Editor's Note - March 2022

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.

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