Search by Tag
Showing 38 results for "Outsourcing"
How to reduce contact centre demand without hiring more agents – by Rich Furlong
How to reduce contact centre demand without hiring more agents When contact centre demand starts to rise, the first thought is often to hire more people. It makes sense. More customers are getting in touch, queues are building and the team is under pressure. Extra agents may well be part of the answer. But before […]
15 years of Sigma Connected – how we built a different kind of BPO – by Mike Harfield
15 years of Sigma Connected – how we built a different kind of BPO Fifteen years in, the question I keep coming back to is ‘just how did we get here?’. I don’t mean that in a surprised way, although there are still moments when the scale of Sigma Connected makes me stop and think. […]
Common outsourcing mistakes and how to avoid them – by Peter Doveren
Common outsourcing mistakes and how to avoid them Outsourcing customer service can be a really smart move for many organisations. It can give you more flexibility, extra capacity, specialist expertise and better cost control, especially when internal teams are already stretched. But outsourcing needs more than a contract and a quick handover. The cracks usually […]
7 signs your customer service team is at capacity – by Jo Watts
7 signs your customer service team is at capacity Most customer service teams can cope with a busy spell. A product issue, a seasonal peak, a billing run or a sudden rise in demand might put pressure on the operation for a few days, or even a week or two. The harder thing to spot […]
15 years of Sigma Connected – building a different kind of BPO – by Gary Gilburd
15 years of Sigma Connected – building a different kind of BPO Fifteen years. Saying it out loud still feels a bit surreal. When Mike and I set up Sigma Connected back in 2011, we weren’t trying to build the biggest business in the room. We just wanted to build one that felt different. Something […]
The future of contact centres: integrating people & technology – by Gary Gilburd
The future of contact centres: integrating people & technology The use of AI is now commonplace in most contact centres, allowing businesses to automate call routing, provide self-service chatbots to handle simple queries, and even offer real-time guidance to agents during calls. AI’s success is so widespread, that in 5 years, it’s predicted that half […]
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 […]
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 […]
Where should you base your customer service teams?
Where should you base your customer service teams? Whether you’re looking for onshore, offshore, or a blend of both, at Sigma Connected, we maintain the highest levels of professionalism and empathy across both our onshore UK teams and offshore team in Cape Town. Our teams are able to navigate the most complex of interactions across […]