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How to manage call centre staff effectively

According to Bizcommunity, an accurate, efficient and effective workforce management in a contact centre is essential to ensure premium customer service levels and minimize staff churn, but it relies on a lot more information than a simple schedule of planned...
Decent Work in the BPO sector

Decent Work in the BPO sector

Following the Polokwane conference, decent work for all has become one of the ANC’s key priorities.*1 According to the IOL and WTO, decent work opportunites involve creating freely chosen, productive jobs for women and men; jobs that are in safe, healthy,...

Learnerships pay dividends!

South African government incentives for broad-based black economic empowerment have encouraged companies to invest in skills development training for existing staff as well as new recruits. Companies that have the infrastructure and capital to fund customised skills...