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A COMMUNICATION HUB FOR THE AFRICAN CONTACT CENTRE INDUSTRY

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SEARCH LOG IN Username: Password: Register Lost Password		CONTACT INDUSTRY HUB NEWSLETTER : 10 March 2010 Welcome to the March edition of the Contact Industry Hub Newsletter. In this issue we look at the impact Eskom’s price increases will have on the industry, the key sectors (including BPO) to benefit from development finance, one of Africa’s smallest countries pioneers a fibre backbone and it’s all change at BPeSA Western Cape. We also take a look at a couple of interesting technological innovations, how to survive the recession as an SMME, how US contact centres are lacking in multi-channel offerings, and how one can become a successful call centre training provider. Enjoy the read and as always, if you have any if you have any comments, criticisms or issues you would like to raise, e-mail me at: editor@contactindustryhub.co.za. Here’s to the warmth continuing for the foreseeable future (unless you’re in Cape Town, then let’s hear it for cooler weather!) Rodney Weidemann Compiler & Editor What drives South African call centre management performance indicators? The Department of Industrial Psychology and People Management of the University of Johannesburg is undertaking a research project to investigate the management practices employed within South African contact centres. Please give 10 minutes of your time to fill in the questionnaire and Diane Banks, the project co-ordinator, will share the results with you. Read more about the project, or go straight to the questionnaire Double blow for BPO industry The electricity price hikes and the failure of telecoms operators to provide reduced tariffs will be a blow to the local business process outsourcing (BPO) industry, as it struggles to keep costs low, says Frost & Sullivan. Read more... Twelve key sectors set to benefit from development finance Concession finance for industry in South Africa was too expensive compared with rapidly industrialising countries such as Brazil and Korea, and the funding model of the Industrial Development Corporation (IDC) needed to be scrutinised, according to Trade and Industry Minister Rob Davies. Read more... Africa's first consortium fibre backbone Burundi carriers form Africa's first national infrastructure consortium to develop fibre backbone Read more... PEOPLE Is ‘bore-out’ the new burn-out? Human Resource managers now have a fresh concern in a disturbing new trend affecting output and productivity. The traditional problem of 'burn-out' has made way for 'bore-out', which describes a scenario in which an employee's zest for work is extinguished by the mundane, rather than an unmanageable workload. Read more... BPeSA Western Cape CEO steps down Sipho Zungu has stepped down as CEO of BPeSA Western Cape as of the end of last month. Zungu has been with BPeSA Western Cape for two and a half years and has been central to the growth and development of the industry in the province. Read more... TECHNOLOGY A single gateway for comprehensive and interrelated real time and historical information Spescom DataFusion has entered into a strategic partnership with QPC, a UK-based ICT organisation with an international presence, to resell QPC’s Management Information Gateway (MIG) application into sub-Saharan Africa. Read more... PROCESS Keep them happy The contact centre needs to be at the forefront of a customer retention strategy. Read more... Surviving the recession as an SMME Operating a successful call centre during a recession is by no means an easy task. As an industry built around cost savings and efficiency, even the smallest factor can have a significant impact on your company’s commercial viability. Read more... TRAINING Become a successful call centre training provider Regardless of the size of your company or what line of work you are in, training is the cornerstone of any successful business. By developing your workforce, you don’t only help grow the individual, but the company as a whole. Read more... WORLD US customer contact centres 'lacking multichannel offerings' North American contact centres are failing to provide effective multichannel customer service, a new study has indicated. Read more... Interactive Intelligence positioned in leaders quadrant of Contact Center Infrastructure, Worldwide Report Magic Quadrant for Contact Center Infrastructure, Worldwide report evaluates vendors based on ability to execute and completeness of vision Read more... More newsletters