The business sector in general has come under significant strain over the last 18 months but from my perspective, the GBS sector has embraced a new perspective as we’ve had to act quickly in restrategising new business solutions to create business continuity despite the numerous obstacles along the way.
The challenging times locally and internationally – politically, environmentally, and economically have brought us all to a place of reset. It has encouraged all of us to forge a new path in our thinking and to embrace the fact that right now we don’t have all the answers, nobody does, but action is important to keep moving forward.
Leaders in the GBS sector have displayed initiative, comradery and innovation and are incredibly proud of the resilience our people have displayed to "bounce back", "come back" stronger and be more agile to solutionise in times of change. There has been an incredible amount of flexibility in restrategising the right technology, processes, and people for this digital-first world we find ourselves in.
Change is inevitable and sometimes painful, but it should never stop us from embracing it.
The magic of the South African value proposition has strengthened during this time of uncertainty. Leadership has not only responded in the face of pressure with a solution-orientated mindset, but we have also displayed the strength and resilience of our youth to learn, improvise, digitise their skills and embrace change.
A huge thank you to all our clients, mentors and teams who have grown with us during this time of navigating the unknown. We are grateful for the collaboration as we continually develop and refine our strategy that factors in the agility to innovate as a high priority to thrive during these times of unprecedented change.
DELIVERING CUSTOMISED CONTACT CENTRE SOLUTIONS FROM SOUTH AFRICA TO THE GLOBAL MARKET CallForce delivers customised contact centre solutions from South Africa to the local and global market. Our customer-centric approach combined with the expertise for process optimisation, technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. Our successful and proven formula combines the right people and optimised processes with technology and digital skills to deliver of an exceptional customer brand experience. Our 3 South African operational sites are in Johannesburg, Cape Town and Durban. They are equipped to international standards with IT networks and infrastructure, providing a seamless hybrid model of contact centre and remote-based operations. Our omnichannel solutions are supported by smart technology platforms that open new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels
Published: Friday, October 29, 2021
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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