Process

Exploiting hidden profits through Activity Based Costing and Management
2010-09-07 At a recent breakfast hosted by SAS Institute, International industry expert Peter Turney, CEO of Cost Technology Inc, explored Customer Profitability as the hidden opportunity for sustainable bottom line growth.

Egypt’s CRM Outsourcing Expansion Set to Grow
2010-09-02 Egypt’s explosion on the CRM outsourcing scene five years ago continues to attract attention and foreign investment, but could be slowed by concerns over security and stability according to Ovum’s latest research.

MiWay creates jobs in Bloemfontein
2010-08-18 As it continues to expand on the back of innovative and affordable insurance solutions, MiWay has announced that it has opened a contact centre in Bloemfontein, a key central city.

Gauteng evolves as a shared services hub for Africa
2010-08-13 Traditionally the creation of a Shared Service Organization (SSO) within an organization was driven by the need to slash costs. However, over the last couple of years, the role of shared services has evolved. Organisations are no longer looking to simply to reduce costs.

Opinion piece: Governing IT in the public sector
2010-08-12 Technology has changed the way businesses operate, streamlining operation, improving productivity and increasing efficiency in the private sector. It has the potential to do the same for the public sector, by helping to dramatically and continuously improve service delivery.

Innovation
2010-08-10 The Innovation Hub, SA's only science park accredited by the International Association of Science Parks (IASP), signed a Memorandum of Understanding of major significance with the Wallonia Foreign Trade and Investment Agency (AWEX) of Belgium.

Sykes Enterprises, Incorporated Reports Second-Quarter 2010 Financial Results
2010-08-06 Sykes Enterprises, a global leader in providing outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena, announced today second-quarter 2010 financial results.

Interview with Rajshekar Roy, Chief Executive Officer, Four Soft Ltd
2010-08-06 Rajshekar Roy, CEO, Four Soft Ltd, has over 20 years of business management experience in the areas of software services, business process outsourcing and management consulting.

Operational BI: the next generation of Business Intelligence
2010-08-04 Traditional business intelligence (BI) has time and again proved its usefulness as a tool for providing information around strategic planning and high-level decision-making. However, there is an increasing need for BI to be extended across the wider enterprise to incorporate operational data and allow for accurate operational decision making.

e-Govt on track but some hurdles along the way says online expert
2010-08-03 The government’s online strategy is taking shape but the process is not entirely without its hiccups. So claims Howard Rybko, CEO, Syncrony, Gauteng-based provider of web design and content management services.

Opinion piece: Gearing your customer service correctly - the key to profitability
2010-08-03 The economic recession has led to a demand for a more realistic approach to business, and in particular, with regards to the servicing of customers. While customers are indeed the most valuable asset to an organisation, they also are the biggest strain on its time and resources

BPeSA seeks to appoint permanent CEO
2010-07-26 As part of its ongoing commitment to members, Business Process enabling South Africa (BPeSA) seeks to appoint an appropriate qualified and experienced, permanent Chief Executive Officer to lead the association in its quest to develop and grow the BPO sector in South Africa.

Global Outsourcing Study Shows that Most Customers Don’t Have a Handle on Risk
2010-07-23 Results of a new global study reveal the concerns, effectiveness and best practices in risk management by organizations that outsource projects.

Vodacom launches 'hosted call centre'
2010-07-21 As call centres continue to expand in South Africa, Vodacom has teamed up with two other technology firms to launch a hosted call centre product suite that enables customers to get on with their core business, knowing that their IT infrastructure and call centre operations are taken care of.

Amazon Plans to Open Customer Service Center in Cape Town, South Africa
2010-07-14 Amazon has announced it is planning to expand its presence in Cape Town, South Africa with the opening of a new customer service center.

Skills development in SA - breaking the tradition
2010-07-01 Information Communication Technology (ICT) skills development is still a 'hot topic' in South Africa with many companies struggling to find the appropriate skills to match their requirements. This ongoing quest has propelled corporate South Africa to look towards skills development programmes, internships and lucrative offers to highly qualified and experienced individuals in order to gain and retain skills within specialist areas of ICT. Jaroslav Cerny, CEO at RDB Consulting, an ICT outsource and consulting company, believes that looking for individuals that have the right aptitude and attitude is often more important than a candidate that fits the 'skills' profile.

BasisOne emerges as Africa's premier SAP-accredited hosting provider
2010-06-30 BasisOne, a member of the Swicon360 group of companies, has become the first company in Africa to achieve international accreditation as a hosting provider of SAP managed services solutions.

World Cup influences how the service industry game gets played
2010-06-18 A temporary increase in service demands during the World Cup could permanently influence the way local businesses engage with their clients.

Opinion piece: Repatriating outsourced IT services - a good move or not?
2010-06-15 Outsourcing has become a popular model across the globe, especially when it comes to IT services. Its popularity has been in part due to its cost reduction possibilities, something that became very appealing during the economic conditions of the time.

Senior Frost & Sullivan Analyst Discusses Top Contact Centre Trends at Interactive Intelligence 2010 User Forum
2010-06-15 Frost & Sullivan's global program director, Ashwin Iyer, shared emerging contact centre trends in a keynote he delivered last week at the 2010 Interactive Intelligence User Forum.