Last week I had to contact my new broadband provider as they sent an automated message saying the date had changed on my order, but they didn’t put an order number or partial postcode or anything that I may consider

Are you investing enough to keep your people motivated and your customers happy?  Employees are attracted to business transformation because it shows that the company is investing in its future and is committed to growth and success. It also presents an

Resource augmentation refers to the process of increasing the number of resources available to an organisation or a system. Here are some common reasons for resource augmentation:  Increased demand: When the demand for a product or service increases, resource

South Africa has emerged as a popular destination for Business Process Outsourcing (BPO) due to its favourable business environment, skilled workforce, and cost competitiveness.  The main centres for Business Process Outsourcing (BPO) in South Africa are Johannesburg, Cape Town, Durban, and

You may be surprised to know that it is perfectly acceptable to outsource and offshore regulated services. It should come as no surprise that you cannot outsource your regulatory risk; therefore, the choice of provider and ongoing governance is key

A customer service target operating model (TOM) is a framework that outlines the specific operational processes, systems, and capabilities required to deliver excellent customer service. It provides a blueprint for delivering high-quality customer service, detailing how various service components should