Contact Industry Hub Newsletter Archive

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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 . . .

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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

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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?

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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?

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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

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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

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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

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