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Human in the loop: why AI still needs a human touch
Human in the loop: why AI still needs a human touch AI is everywhere and it’s doing some good stuff. From chatbots and recommendation engines to fraud detection and self-driving cars, machine learning is reshaping how organisations operate. But anyone who’s interacted with an AI-only system knows its limits – the chatbot that crumbles when […]
Your data, our responsibility: Building trust through secure operations
Your data, our responsibility: Building trust through secure operations Outsourcing business processes means trusting someone else to represent your brand, deliver your service, and importantly, protect your customers’ data. That trust isn’t given lightly, and at Sigma Connected, we never take it for granted. From financial services and utilities to insurance and telecoms, many of […]
Building a better CX – one ingredient at a time
Building a better CX – one ingredient at a time It started as an offhand comment from a client – a bit of a joke, really. “There’s just something about Sigma Connected… what’s your secret sauce?”. It made us smile. But the more we thought about it, the more it stuck. What is it that […]
Introducing our director of operational delivery… Errol van Graan
Introducing our director of operational delivery… Errol van Graan Next up in our latest Q&A feature is Errol van Graan, our recently appointed Director of Operational Delivery in South Africa, covering our Diep River, Retreat, Mitchells Plain and Paarl offices in Western Cape. We sat down with Errol to get to know him and his […]
Why is Customer Experience important? – by Ben Jones
Why is Customer Experience important? Because every interaction matters for customer retention and brand growth Today, a single negative interaction can be broadcast widely in minutes, making customer experience (CX) a decisive factor in retaining customers or driving them away. Customers judge every brand by digital giants like Amazon or Netflix – expecting seamless journeys, […]
Advice from the front line: tips from Sigma Connected’s contact centre heroes – by Rich Furlong
Advice from the front line: tips from Sigma Connected’s contact centre heroes We all know how important great customer experiences are. But we don’t always hear from the people who deliver them – the agents handling calls, messages and complaints with empathy, clarity and care. Our contact centre teams are the face and voice of […]
The impact of technology on customer service – by Peter Doveren
The impact of technology on customer service – by Peter Doveren Technology can be incredibly useful in the success of customer service, especially when it comes to speed of resolution. 69% of consumers attribute their positive customer service experiences to the quick resolution of their issues. But speed doesn’t count for everything when it comes […]
A guide to the benefits of outsourcing in 2025 – by Ben Jones
A guide to the benefits of outsourcing in 2025 Outsourcing is one of those terms that’s bandied about a lot in the business world, but what does it really mean? For companies looking to optimise operations, improve efficiency, or tap into specific expertise, outsourcing can be an excellent solution. In this guide, I dive into […]
How to turn customer complaints into opportunities
How to turn customer complaints into opportunities It’s common for companies to deal with customer complaints from time to time – it’s simply part of running a business. But while every company shares this experience, what differs drastically is how these complaints are handled – and it’s safe to say some do it much better […]
How to measure customer service success
How to measure customer service success Effective customer service is at the core of every business. It’s how you attract and retain customers, spot areas for improvement, and ultimately gain a competitive advantage. According to HubSpot, 93% of customers are likely to make repeat purchases with a company if they’ve received great customer service – […]