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Showing 38 results for "Outsourcing"
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, […]
Sigma Connected appoints new Director of Operational Delivery
Sigma Connected appoints new Director of Operational Delivery One of the UK’s leading business outsourcing providers has announced the appointment of a new senior director who will lead the delivery of its operations in South Africa. Sigma Connected, which provides contact centre services across the utilities, financial services, telecommunications and insurance services sectors, has appointed […]
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 truths & myths of offshoring
The truths & myths of offshoring Take a look as we run through some truths and myths of offshoring to another country.
The true cost of an agent
The true cost of an agent In-house vs outsourced vs offshore – which delivers the most value in terms of quality AND savings? Exceptional customer service matters more now than ever, no doubt about it. But achieving ‘exceptional’ isn’t easy – or cheap. Many companies are struggling to keep costs down while still giving customers […]
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 […]
A fresh start: finding the right outsourcing partner for the year ahead – by Ben Jones
Rethink customer contact outsourcing with Sigma Connected with our bespoke solutions, strong partnerships, and expert handling of complex customer interactions.
Jobs boost as Sigma Connected unveils new Paarl offices and contact centre
Jobs boost as Sigma Connected unveils new Paarl offices and contact centre Hundreds of new jobs are to be created in and around Paarl following the opening of a new office and contact centre by one of the country’s leading offshore Global Business Services (GBS) companies. Sigma Connected, which offers ‘white label’ contact centre services […]
Introducing our chief strategy officer… Peter Doveren
Introducing our chief strategy officer… Peter Doveren Our latest Sigma Connected Q&A is with group chief strategy officer and executive member, Peter Doveren. Dutch-born Peter, who has held a variety of senior positions throughout his career, including at Vodafone and Capita, joined Sigma Connected in October 2022, leading on strategy and the next stage of […]
The importance of first contact resolution – by Richard Ferris
The importance of first contact resolution When it comes to customer experience, First Contact Resolution (FCR) has become an increasingly important measure which puts a sole focus on resolving a customer issue or complaint at the first time of asking. Partly linked with the rapid growth of review sites such as Trustpilot and Google Review, […]