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Quality Management

Quality Management

Close to 100 people attended the Community of Experts workshop ‘Creating a QA process that enhances customer experience and drives on-going performance improvement’ by Jackie Naughton. Jackie is well known in the contact industry. She has been a convening judge for...
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...