Contact Industry Hub | A communication hub for the call centre industry in Africa

		Home Search Site Map Contact Us Register Subscribe Log in Get lost password News Latest News Newsletter Newsletter Archive Subscribe Invite a friend People Technology Process World Telecommunications Training Africa Botswana Ghana Kenya Namibia Nigeria Tanzania Uganda Zambia Zimbabwe News Archive Events View Events Add your event Outsourcing BPO Service Providers Suppliers Add your listing Research Business Continuity Headsets Fittings Outsourcers Technology Consulting Voice Recording Associations Hosted IT Legal Marketing Premises Lists Quality Recruitment Telecoms Training Wellness Workforce Careers Call Centre Jobs Add your Vacancy Resources Call Centre Research Technology Research Human Capital Report BPO & Call Centre Report ORDER NOW BPO Standards Data Privacy Links Africa Kenya Uganda Nigeria Tanzania Botswana Namibia Ghana Zambia Zimbabwe Contact Contact Us Advertise


SEARCH LOG IN Username: Password: Register Lost Password		Contact Industry Hub Newsletter Archive Click here to sign up for our informative monthly newsletter CONTACT INDUSTRY HUB NEWSLETTER : 13 December 2011 In this newsletter: Knowledge is Power! Bridging the gap between online and the call centre Integrating social media into your customer contact strategy Extending cloud computing to the contact centre Colour your workspace with productivity, quality and optimism Tweets and trends in the contact centre industry SAP pledges support for Contact Centre Management Group Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER October 2011: 30 October 2011 In this newsletter: Kelly wins big at PMR Awards Aegis South Africa Honored for Gender Empowerment Success ACMA issues fine after Do Not Call Register infringement Three steps to better contact centre management Zimbabwe: A call centre destination? The colour red to be banned in call centres Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER September 2011: 21 September 2011 In this newsletter: Wits University Language School has a unique training service to offer to the contact centre industry Call centres thriving in Cape, says survey Open business a challenge for local and international contact centres Merchants and Bahrain government revolutionise business process outsourcing O`Keeffe and Swartz Scoops Gold and Bronze at Regional Contact Centre World Awards Call centre licences dead in 5 years Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER July newsletter: 26 July 2011 In this newsletter: Technology Research reveals new trends Customer Satisfaction, the state of play – An interview with Andrew Cook Knowledge Sharing Events Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER March newsletter: 15 March 2011 In this newsletter: Annual outsourcers forum highlights SA’s Position South Africa attracts Indian BPO investor interest Whilst reaching for the stars, ATIO sits firmly in the Cloud – March 2011 Annual BPS&O Knowledge Conference 2011 and African Star Awards Why do I want to see a Call Centre Agent? It’s Bad Enough Talking to Them! Get ready for the multichannel contact centre SA’s top 4 telecoms trends Local release of new workforce management system Spescom DataVoice, introduces new voice recording solution for small to medium sized contact centres Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER February newsletter: 17 February 2011 In this newsletter: China's Huawei Symantec opens African center New fibre-optic network being rolled out in the Paarl-Wellington-Stellenbosch area of the Western Cape The Taj, a top five-star hotel in South Africa installs new call centre system Mobile Operator, MTC Namibia opens new call centre Ugandan National Information Technology Authority outlines its BPO plans Vodacom Business enters the hosted solutions space Mobile workforce - what's stopping us? Governance - Culture remains a challenge New version of Spescom Contact Centre Suite for Workforce Optimisation launched Ocular Technologies says contact centres need tools that drive action, instead of just reporting on results Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER January 2011 newsletter.: 20 January 2011 In this newsletter: Call centres and BPO set for major growth in Africa and in SA New dti Incentive Scheme to drop SA operational costs by further 20% Aegis BPO Holdings SA announces black economic empowerment deal Presence Technology receives 2010 Product of the Year Award Leveraging the benefits of a mobile workforce Emerging trends in technology - the future of cloud computing New study in innovation A game changer - Customer Contact Centres and Social Media Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER November newsletter: 29 November 2010 In this newsletter: We speak your language – SA targets UK voice based BPO work leveraging its excellent English language skills Indian mobile phone giant Bharti Airtel awards contact centre contracts for its African operations What is it like working at the ‘’Earth’s Most Customer-Centric Company!’’ Mobile communications to benefit education structures in South Africa Listen to the voice of the customer Customised Mobile Contracts: A South African reality or just a dream? Ignore the rest of the business at your peril. Efficient workforce management requires input from the whole business ABSA Connectzone’s Workforce Manager on the importance of planning Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER October Newsletter: 31 October 2010 In this newsletter: Presence Technology is positioned in the Visionaries quadrant of Web Customer Services Magic Quadrant Morne Serfontein speaks about the Standard Bank Contact Centre Balancing act for telecoms in South Africa Integrated contact centre grows with Kenya Commercial Bank Aegis BPO on track to create 5000 new jobs and invest R500m in SA Cape Town provides ideal home for international legal process outsourcer Award-winning trainer perfectly represents the O'Keeffe and Swartz ethos Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER September newsletter: 17 September 2010 In this newsletter: Teleperformance set to grow South African operations Legal Aid opens call centre for civil matters including children, family and land law matters Nolan John speaks about the ABSA Contact Centre RCS improves its collection contact rates by 30% on the personal loans portfolio Egypt's CRM Outsourcing Expansion Set to Grow South African consumers reveal what makes them ‘click’ online The biggest enemy is within: insiders, passwords and economic crime. Interactive Intelligence announces Monika Roode as its 2010 Outrageous Interactions competition winner Taking the profession of call centre management seriously through international certification Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 19 August 2010 In this newsletter: Volkswagen South Africa’s Uitenhage call centre wins gold award for EMEA region Gauteng evolves as a shared services hub for Africa South African CIDA interns part of international student exchange programme to Germany with T-Systems Amadeus spreads its wings into Africa with Integr8 BMI: Egypt Information Technology Report highlights BPO strategy Interactive Intelligence enhances its automated dialling application to help credit and collection centres Striking the balance between going to work and taking care of one’s baby Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 28 July 2010 In this newsletter: Amazon.com plans to open Customer Service Center in South Africa South African call centre scoops international awards. Vodacom Business launches a hosted call centre product suite together with Presence Technology. Substance abuse in the work place; potential impact on work performance Interview with BPO expert now working at the World Bank King III Code and Report on Governance for South Africa includes legislation to govern IT which could shape data recovery and business resilience plans Dogs allowed. Compassion and creative thinking in making for a successful call centre workplace Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 28 June 2010 In this newsletter: South African President visits India to increase bilateral trade New partnership set to unlock BPO and KPO opportunities in Southern Africa New Telecoms outsourcing deal announced in South Africa BPO in East Africa to benefit from introduction of East African Common Market Protocol Developing ICT skills. T-Systems SA sponsors CIDA City Campus ICT Academy Second edition of the national BPO remuneration survey opens for participation Why I chose to give my business to one car rental company and not another Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 27 May 2010 In this newsletter: African IT outsourcing not a short-term prospect BPeSA Eastern Cape gets funding support SA outsourced reservations centre weathers the storm SA business partnering with BPO sector Avbob Funeral and Assurance Services extends sales arm into call centres South African insurance company outsources to India Recession hits UK based Garlands Legal industry’s largest outsourcing deal signed in the UK SA call centre Team Leader dances at opening ceremony of the World Cup Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 14 April 2010 In this newsletter: Gauteng BPO sector expected to exceed R7.4bn in 2010 Struggling to find reliable remuneration data? Are you handling calls into the United States of America? Interactive Intelligence seeking outrageous interactions for competition Telework Resources Pitney Bowes' e2-Vault meets call centre challenges Best Practice: 6 Steps Toward Top Data Quality Call Center Outsourcing Perspectives - South Africa Reinforcing Egypt as a leading CRM outsourcing destination Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 10 March 2010 In this newsletter: What drives South African call centre management performance indicators? Double blow for BPO industry Twelve key sectors set to benefit from development finance Africa's first consortium fibre backbone Is ‘bore-out’ the new burn-out? BPeSA Western Cape CEO steps down A single gateway for comprehensive and interrelated real time and historical information Keep them happy Surviving the recession as an SMME Become a successful call centre training provider US customer contact centres 'lacking multichannel offerings' Interactive Intelligence positioned in leaders quadrant of Contact Center Infrastructure, Worldwide Report Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 05 February 2010 In this newsletter: Rod Jones Reviews: Preparing for the Upturn Fusion Outsourcing Services granted coveted Contact Industry Hub “Verified Profile” status SA needs to reposition BPO offering Capital intensity in the SA customer service domain IT professionals the least satisfied by their jobs New Virtual Contact Centre on track to create 2,000 jobs Technologies enable reliable, sustainable compliance - are you keeping current? Australian ISP renews outsourcing deal with Merchants SA Frost & Sullivan recognises GN Netcom with Customer Value Enhancement Award The future of telephony Telecoms a lifeline in Haiti Call centre management programme develops local leaders The Virtual Contact Centre partners with Presence Technology to focus on African market BPO operators forecast robust activity after landing of fibre Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 09 December 2009 In this newsletter: Contact centres’ human capital takes a front seat with new report Looking Back - Looking Forward Parliament extends labour broking debates SA's top BPO organisations and people receive their rewards Skills development is an area that can generate BEE points quickly The humble headset enters the 21st Century Contact centres need to be effective, not simply efficient The way SA businesses handle complaints need to improve significantly A practical guide Number of new offshore IT facilities plummets Poor customer service costs $338.5 billion per year in lost business Telecoms: The year that was Jump-starting telecoms competition in SA Ghana makes $45m annually from BPO sector Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER November: 13 November 2009 In this newsletter: Implementing the SABS Contact Centre and BPO Standards just got a whole lot easier Fusion Outsourcing’s six of the best! Is outsourcing safe? Electricity hike could cripple BPO industry Labour-broker employees have rights Mobile Internet boosts SMS innovation Government service delivery putting citizens first? Taking account management online Poor customer service costs UK businesses £15.3 billion per annum No word on BPO tariffs Shake-up for Seta system Kenyan BPO Sector Defies Downturn to Record Growth Fusion Outsourcing’s six of the best! Ministers call for improved ICT policy Ten Tantalising Ways to Terrorise a Tenacious TeleMarketer Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 14 October 2009 In this newsletter: Could unscrupulous call centres bring the entire outbound industry crashing down? Outbound call centres: The new ambulance chasers "A ban in disguise?" Ban brokers by 2010 BPeSA recognises contact centre excellence across SA Screen Recording - has its day arrived? The Changing Face(book) of Customer Service Next Generation Performance Management Launch of Contact Centres Asia 2010 event Contact centres central to identifying sales opportunities Vox Orion renews call on ICASA to speed up geographic number portability End-user education key to successful unified communications implementations Skills shortage a paradox The challenge from Africa to the South African call centre industry Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 12 August 2009 In this newsletter: Using unified communications to deliver business process automation Seacom ready Doubt over 112 centres' readiness Call centre assists municipalities in R2-billion deficit collection Contact centres: are your agents suffering sensory overload? Aspect Software releases new capabilities for contact centres Spescom, CGF Research Institute focus on compliance Australian ISP lauds SA contact centre Where to from here? Telkom denies racism claims Career Assessment Development and Training Programme tackles job creation Outlawing Outsourcing Ghana promotes itself as Africa’s premier BPO destination Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 20 July 2009 In this newsletter: EDITORIAL COMMENTARY: By Rod Jones Confidence in Gauteng’s BPO sector the key element raised at BPeSA conference Kelly named gold champions in global space Elitium helps contact centres survive and succeed in the current economy Bringing unified communications to the customer service experience Integration is the key to protecting your contact centre investment KPIs are not the holy grail of customer satisfaction Outsourcers buck the crisis ICICI plans processing hub in Hyderabad Cellular law an 'inconvenient fact of life' Corporate training – money-waster or key resource? Cellphones cause call centre boom for banks in Africa Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 10 June 2009 In this newsletter: Getting to grips with the money! Eskom hike could cripple BPO industry SEACOM price cuts will take time Clickatell customer wins prestigious Model Bank Award Spescom loses FD Visual IVR can reduce the time of automated transactions by 56% Streamlining business processes using Unified Communications Tweets in the contact centre? Avaya buys Agile Software for contact centre push Satellite ushers in a new era of communications for Africa Mobile Trek (Because In Space No One Can Hear You Dial) Leadership board game launches in Jo’burg Kenya’s Pasha Centres initiative seeks a new way to reach out into un-serviced areas Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 13 May 2009 In this newsletter: Keep it clean! Network operator awards voice biometrics contract to Intelleca Contact centres get innovative Kelly recognised two years running in the global contact centre industry space Revolutionising the contact centre industry Unique technology solution measures ‘customer contentment’ in real time Best practices for gradual migration to all-in-one communications software suites Compliance will raise call centre standards CPP invests in coaching and rapid return consultancy Telkom boosts Word Numbers’ market reach 19-fold Last hurdle cleared for Vodacom sale ERP takes flight at Kenya Airways Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 24 April 2009 In this newsletter: SA only ranks third in Africa as an attractive outsourcing destination ContinuitySA launches new Globility contact centre facility Financial crisis hits InVision Software AG Reducing the effects of agent attrition Dialogue plunges on call centre loss QPC to distribute KnoahSoft's Harmony suite across Middle East and Africa Storacall launches PERSPECTIVE Four ways to create outsource relationships that last Royal Bank of Scotland - Contact centre staff bear the brunt of the bank's job cuts Call centres ‘an important part of economies worldwide’ Satlynx secures pan-African capacity on Arabsat-5A The human touch is still tops Glo Mobile and ZTE provide call centre opportunities in Ghana Global crisis wipes out call centre jobs Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 12 March 2009 In this newsletter: Does anyone know of a truly ‘Great’ contact centre? – An Editorial comment by Rod Jones R50m BPO boost for Bloemfontein Jobs grow 30% in Western Cape contact centres Recession boosts contact centre industry Assessment tools: what they do and why you should be harnessing their power A single view Talk to Sahara for direct, hassle-free support DiData unveils benchmarking tool Rural BPO to hire 500 more agents Bushfires reveal the human face of the Australian contact centre industry It’s goodbye at last Hosted contact centre solutions streamline costs, improve service in motor industry Kenya’s BPO sector faces bleak future as foreign deals dip Zain Invests US$420 million, opens state-of-the-art call centre Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 11 February 2009 In this newsletter: FACE THE BRUTAL REALITIES! Has India moved from Boom to Doom? Bill Gates says recession until 2012 Global BPO success rests on local focus Loyalty and Rewards: Are we on the cusp of a revolution? How to RFP for success Strategic HR: Now more than ever Are telephony costs just a red herring? Create an outsource relationship that lasts - four top tips to building outsource relationships that create value Destination Fiji Global recession hits IT hard Manage your converged network Global outsourcing leader cuts export forecast Intel Capital Targets African Continent Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER : 21 January 2009 In this newsletter: How to Succeed in the Tough Contact Centre Operational Realities of 2009 Nortel SA survives storm Crafting a message that sticks Be a global award winner in 2009 Driving a company-wide, mobile call logging solution Look to hosted solutions to cut costs Hosted contact centre technology solutions offer financial transparency Fiji – the new hotspot for expanding contact centre operations? Vodacom part of MTN and Neotel plan? Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 30: 08 December 2008 In this newsletter: Ready to Compete: SA’s BPO abilities in financial services Consumer trends for 2009 Outsourcing boost for 2009 The One-to-One Future: Are We There Yet? Mobile Marketing The UK Top 50 Call Centres for Customer Service 2008 Fuse reporting with multi-dimensional analysis to boost performance Telkom to outsource 80% of workforce? Google Aims to Stop 'Agency Fraud' in South Africa Telkom South Africa’s Results Stress Need to Reposition Telkom South Africa buys MWEB Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 29: 13 November 2008 In this newsletter: South Africa's National BPO industry Award winners announced CONTACT CENTRE & SERVICE OPTIMISATION Global financial crisis will impact Africa’s telecoms sector Local product is world-first to address attrition rate Customer Satisfaction Benchmarking Keeping your customers happy in a disaster Reaching Generation Y Outsourcing in a downturn Profile of Top-Performing Team Leaders Outsourcing makes business sense in a skills scarce environment Google's view on the future of business A fresh wind for offshoring infrastructure management Neotel pricing starts a fight with Telkom Rwandan Govt, World Bank Pen $24 Million ICT Deal Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 28: 08 October 2008 In this newsletter: Could the ANC Political Crisis spell Uncertainty for SA BPO? Gauteng BPO Awards: Finalists announced The Kenya BPO & Contact Centre Society The Big Five of the Contact Centre A Report into Operational Challenges in Contact Centers in China, India & The Philippines Customer Satisfaction Benchmarking Performance Management Is More than Reporting Global winner of “Outrageous Interactions” campaign announced The Balancing Act: Using Touchtone and Speech South African Industry Sees Growth and Limits Events and training are easy to plan into your annual schedule using CIH's EVENTS listings. Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 27: 11 September 2008 In this newsletter: Have SA call centres lost their way? Investing in India Neotel ports Telkom numbers The end of outbound call centres? Time to rethink offshoring? Using IT to boost call-center performance Managing IT in a downturn: Beyond cost cutting Global call centers’ most Outrageous Interaction finalists announced Virus over VoIP? Contact Centre Equipment Suppliers in South Africa Benefit from Maturing Market Report: Analysis of VoIP in South Africa for 2008 600-Seater Call Centre planned for Free State End of down cycle in sight? SEACOM broadband boost Events and training are easy to plan into your annual schedule using CIH's EVENTS section. Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 26: 19 August 2008 In this newsletter: Regional Awards results Red tape costs jobs Telkom to reduce costs of bandwidth - again? FREE CONTACT INDUSTRY HUB SERVICE THE CIH INTERVIEW Has SA missed the BPO bus altogether? AUGUST WHITEPAPER BPO & Call Centre Report - Download Preview Boosting performance in public-sector IT Record all Mobile phone calls for 100% authentication Asian Contact Centre Industry Human Resource Management, Agent Turnover and Recruitment Standard Bank streamlines its whole caboodle Neotel to launch wireless in major centres Call centre customer service tips from AOL Events and training are easy to plan into your annual schedule using CIH's EVENTS section. Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol. 25: 09 July 2008 In this newsletter: Highlights of the Third Annual ContactinGauteng Conference and AGM Mauritius BPO sector needs lower international bandwidth prices to stay competitive Cost of Broadband in Nigeria is among the Highest - World Bank South African Industry Furious as Telkom SA Gets Off R3.7bn Fine South Africa awarded on the global stage Kelly Wins Gold at Contact Centre World’s 2008 Awards Icasa insists on 51% Black-owned companies bidding for WiMAX spectrum Tata to Increase Stake in Neotel to 56 Percent IBM Opens New Africa Innovation Centre in South Africa Rivalry may Scupper MTN Deal Black business condemns Chinese ruling South African IT company to translate Open Document Format Let us know your preference If it wasn't true, it wouldn't be so funny: real conversations from the world of call centres. Events and training are easy to plan into your annual schedule using CIH's EVENTS section. Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 24: 17 June 2008 In this newsletter: Bytes Communication Systems acquires Intelleca Egypt: The Great Sphinx of African BPO Outsourcing Rises! Call centres generate over $270m annually in Morocco. Comeback Kid Time to innovate as consumers and financial institutions face tough times ahead, says Innovation Group China poised for Outsourcing success DTI Awards R28-million Grant to Fusion Outsourcing POP in Johannesburg is good news for BPO Google puts South Africa on cyber map Middle East Telecoms investment firm opens office in Johannesburg Suppliers now liable for lost work and time from hardware failure MTN's Reported Verizon Deal Faces Headwind in South Africa Vodafone offers R19bn for stake in Vodacom Emerging Markets save the day for Didata HP buys EDS: Long-Term opportunities look promising West Africa wants a slice of the lucrative Global Outsourcing market Events and training are easy to plan into your annual schedule using CIH's EVENTS section. Real conversations from the world of call centres Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 23: 15 May 2008 In this newsletter: Eight business technology trends to watch Engaging your employees Government recruits 800 IT Graduates Growing innovation in your organisation Hard times ahead for call centres? SA Call Centres Fall Short On Technology Utilisation South Africa can offer pockets of outsourcing excellence Boost Employee Productivity and Safety with Freedom of Speech Telcos show Concern over Reliance on Customers for Innovation Vodacom announces BEE partners Events and training are easy to plan into your annual schedule by using CIH's EVENTS section. Real conversations from the world of call centres. Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 22: 10 April 2008 In this newsletter: Is your Call Centre up to speed? The National BPO and Call Centre Report is here Standards for Contact Centres and Back-Office Operations - Update Standard Bank wins Gartner CRM Excellence Award Cheaper lines for call centres are on the way Quest finalist at Contact Center World Awards, London. 2008 BPeSA National BPO Awards Customer Service Remains Critical to Profitability Remember CRM? Now plug it into BPO. Optimising Contact Centre Performance Web Technology and Increasing Consumer Power Are Driving Customer-Centric Focus Cutting edge technology moves beyond the call centre South Africa hits 1 Million broadband users Google reveals plans for South African market Neotel scores R1bn revenue in South Africa Events and training are easy to plan into your annual schedule by using CIH's EVENTS section. If it wasn't true, it wouldn't be so funny Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 21: 27 February 2008 In this newsletter: The National BPO and Call Centre Report is here Vodacom’s R2,5bn pitch to business Call Centre Playing fields not level for Africa Is your contact centre ready to mature from cost centre to profit centre? ER 24 opens new 24/7 emergency call centre SA pays best agent salaries in the World Performance and Quality Metrics: How Your Contact Centre Can Optimise Performance The ‘where are you’ factor that improves efficiency From Worst to Best Customer Service in One Year Case Study: African Contact Outsource Solutions (ACS) transforms its business with INOVO's Contact Centre as a Service. Getting The Most Out Of Automated Outbound Dialing Avaya Intelligent Customer Service Solutions Enhance Savings and Customer Experiences CEBP will change the face of business communications Genesys Strengthens its Partner Program IBM expects $1 billion in India revenue this year Neotel providing industry-accelerating products Oz and NZ make Gartner Top 30 offshore list Telkom South Africa optimistic about ADSL growth Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 20: 11 December 2007 In this newsletter: Train with the Big Five TeleTech expands its large global footprint into South Africa Why are 30% of YOUR Call Centre Agents Heading Out of The Door? The Contact Centre as a Service SIP: Delivering the Promises of Integrated Communications East African Local Authorities plan to implement eGovernment Seacom to be ready for service by June 2009 Call Centres Set to Benefit From Cheaper Bandwidth in Kenya Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 19: 16 November 2007 In this newsletter: National BPO and Call Centre Report: highlights Kelly buys iChoices for a reported R110m Matching Skills to Company Culture and Requirements Merchants trainer awarded “Best in SA” Report compares “All-in-One” vs “Multi-Point” solutions Building a Virtual Contact Centre the Right Way Evolution in IP unlocks the potential of the contact centre IP strategies for customer service BPeSA conference looks to internationals - Unity the goal of national outsourcing organisation. SABS publishes BPO Quality management processes Department of Communications gives a clear maybe for Seacom Government Backs Telkom Asset Sale to MTN MTN takes on Vodacom ISP in South Africa Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 18: 07 October 2007 In this newsletter: INVITATION TO THE LAUNCH OF THE NATIONAL BPO & CALL CENTRE REPORT VOIP takes off India's Billion Dollar question Growing SA through growing the Contact Centre Industry Telcos drive Africa's ICT skills training Controlling Contact Center Chaos Turnaround: From cost centre to profit centre Anticipating customer queries SITA turns profitable corner Casaburri claims several consortiums interested in NEPAD international fibre project Mbeki Brokers $60m MTN deal MTN Enhances Support With EGain-enabled Multichannel Customer Service Issues and Opportunities in Contact Centre Outsourcing Online Marketing Survey India progresses on Do Not Call registry Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 17: 10 September 2007 In this newsletter: Book your copy of the National BPO & Contact Centre Report Call centres to gain from Telkom fee cut Flexible Staffing Solutions for Call Centres - Future Demands and Challenges Regional BPO award winners to go through to national finals Telkom signs US31.8 million 2010 connectivity Deal IOL Launches Shopping Portal in South Africa Dialogue acquires 51% of CallForce Direct and ContinuitySA Neotel promises cheaper Bandwidth from Deal with Seacom The Nigerians are coming – investing in Benin and Ghana Seacom hunts for investors in race to link EA to high speed Internet Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 16: 07 August 2007 In this newsletter: SA's most comprehensive contact centre research project to date on track Give us the good news - please? European IT Outsourcing report shows Public Sector biggest contributor. Challenges and trends in unified communications Overcoming the Challenges of Transitioning to an IP-Based Infrastructure Contact centres phone home Don't forget the fax New Randburg facility launches fully redundant VoIP network SA telecoms industry on the up thanks to Neotel Rising rupee hits outsourcing R700m sea cable to cut Web costs Neotel expands it fibre network across South Africa Kenya launches BPO organisation Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 15: 03 July 2007 In this newsletter: BE PART OF THE FIRST MAJOR SOUTH AFRICAN CONTACT CENTRE & BPO MARKET QUANTIFICATION STUDY IN OVER FIVE YEARS Contact Centre on Demand becomes a reality in SA Market feedback on dti’s BPO Incentives Increased uptake of hosted communications services, video, unified messaging The South African standards developed for BPO&O adaptable to other services worldwide Training, coaching and performance – what’s the difference? MTN Installs Own US$1.4 M Fibre Backbone SA where art thou? Dell extends outsourcing to Morocco Telkom’s bid for Business Connexion blocked in South Africa Ekurhuleni College establishes dual-use contact centre Africa’s power crisis – lessons from the mobile sector Seacom begins mapping of East-African seabed for cable Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 14: 06 June 2007 In this newsletter: South Africa’s Business Process Outsourcing (BPO) Sector Standards released Incentives make no impact on global market Top tips for tech business in Africa DHL gets new contact centre Graham Technology launches ciboodle in Africa SA’s eNatis disaster: 'sort it out or we sue' Four more years for Telkom's local loop monopoly in South Africa Southern African broadband plans get fibre Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 13: 15 May 2007 In this newsletter: Letters Events and training are now easy to plan into your annual schedule by using CIH's EVENTS section. CallingtheCape executive director moves to private sector SA is not on the American radar: US trip's learnings revealed Get customer feedback to get the real picture BCS delivers on time for DHL 7 tips for creating an exceptional Contact Centre Telkom’s triple delay: call centre tested Aspect Performance Management released Global player Amcat grows into SA Cape Town becomes the Call Centre Capital of SA SA not leading ADSL in southern Africa Download the Deloitte/CallingtheCape Key Indicator Report 2006/07 The CEO as CIO: Interview with the head of India's top private bank Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 12: March / April 2007: 18 March 2007 In this newsletter: dti puts R1 billion into BPO incentives To BEE or not to be Measuring call centre performance at the coaching level Staying globally competitive on cost Is it the best of times? Genesys exhibits Dynamic Contact Centre at VoiceCon Johannesburg launches ambitious broadband plans Conquering America Egypt wins international outsourcing deals SA’s 2007 Award winners to compete against the best in the world Anglo signs $450M deal for Data Services Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 11 February / March 2007: 07 March 2007 In this newsletter: Datamonitor Participates in CiG endorsed National BPO Research Report TOP EVENT: Contact Centre Global Forum, Cannes Are government’s latest call concessions enough? SA broadband users approach 500 000, penetration at 0.9% How is SA tracking? Minister Erwin says Infraco to ‘bring down high telecoms costs’ Altech wins test WiMax licence Customer Contact Solutions Nigeria is new channel partner for Aspect Software Genesys Reflects Upon a Dynamic Year Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 10 January / February 2007: 05 February 2007 In this newsletter: South Africa's first BPO National Report ready to go Power cuts threaten South Africa’s IT sector Government lures London BPO investors SO… you want to start a call centre? Read this before you take the leap! South Africa still losing out because of high Telecoms prices What's on CIO agendas in 2007: A McKinsey Survey Get innovative to reduce telecoms costs, or miss out SA’s Broadband plans in a knot again Self-service - its growing importance in the modern contact centre South African tax break convinces Budget to expand call centres The size of India's IT giants Marketing Wisdom for 2007 Quality Governance and Testing in Outsourcing White Paper Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 9: 24 November 2006 In this newsletter: Stop the SME call centre “Get Rich Quick” Stampede National SACCCOM Award winners Kenya gets serious about outsourcing through cheap international fibre Offshoring reported to have provided over 7 000 jobs in Morocco Moving Quality Management to the next level Intelleca Labs lays foundation for SA's speech technology future SA customer satisfaction index results VoIP heads towards 75% mark of world’s voice traffic by 2007. Government needs ICT strategy - Shuttleworth Telecommunications infrastructure key to bridging the “digital divide” Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 8: 31 October 2006 In this newsletter: The SA BPO National Report SACCCOM National Contact Centre & BPO Industry Awards The New Privacy Legislation - A catastrophe or just survival or maybe a new beginning? Affordable business intelligence for call centres Putting Customers First: Eight Contact Centres Worldwide Recognised for Outstanding Innovation in Customer Service Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 7: 20 September 2006 In this newsletter: Gauteng Recognises Outstanding Achievements - read on for the full story on this years CiG awards and profiles of the winners South African Call Centres ... A view from within The contact centre’s migration from efficiency to effectiveness East Africa BPO & Call Centre Conference Wins Top Level Government Support Joburg Skills Hub to build human capital for call centres Atio releases Linux contact centre software Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 6: 30 August 2006 In this newsletter: Second National Operator lift-off set for 31 August Cape winners sparkle Your Call is Important, We Just Don’t Understand the Technology Botswana Telecommunication Corporation to Privatise Spescom DataFusion and AVAYA to launch in Kenya SA Government is not Open enough Telkom Clears Up Sat-3 Exclusivity Extension Speculation Big in Gauteng Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 5: 31 July 2006 In this newsletter: What happened at this year's KZNonSOURCE Call Centre Awards THE CALL OF AFRICA DMA Conference to focus on how the new Consumer Protection Bill will affect the contact centre industry SOCCER WATCH - What to do in 2010? Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 4: 29 June 2006 In this newsletter: The DMA and new Privacy Legislation - Action to improve the PPI and Consumer Protection Bills When You Close One Door, Another One Shuts When did the South African Call Centre Industry really start? Was it First Bowering? Some say it was MNet. Perhaps Telkom holds the title? Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 3: 10 May 2006 In this newsletter: Contact Centres and BPO showcased at Futurex / Equip 2006 Are speech recognition systems about to make a real impact on the call centre industry? A new threat to our industry has emerged in the form of The Consumer Protection Bill Does your contact centre handle International work or are you interested in taking on International Contact Centre and BPO projects and Campaigns? ContactInGauteng News Send us your news Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 2: 20 February 2006 In this newsletter: Outbound telemarketers beware! Let’s respect the people we call and give them the option – Introducing the Do Not Call Registry of South Africa The launch of the only magazine dedicated to our industry Welcome to the Contact Centre Industry! What our industry needs is true journalism Read the newsletter . . . CONTACT INDUSTRY HUB NEWSLETTER Vol 1: 22 November 2005 In this newsletter: Warning Bells - The Approaching Storm - Huge Job Losses for Call Centre Industry? Vaal University of Technology (Ekurhuleni Campus) Announces Plans for Call Centres and a TechnoPark Read the newsletter . . .

SEARCH

LOG IN

Contact Industry Hub Newsletter Archive