Looking for a new CX delivery Destination and Partner; Merchants looks forward to meeting you
Merchants is an award-winning customer management partner specialising in business process outsourcing (BPO). Based in a leading BPO destination in South Africa, our mission is to deliver exceptional customer experiences. Our core belief is simple: “People Matter.” We put our people, communities, clients, and partners at the forefront of everything we do. At Merchants, we […]
Customer Service Automation: Less Stress, More Success
Customer service can be a headache. Customers want quick, personalised responses on email, chat, and social media. Meanwhile, agents are drowning in repetitive questions like, “Where’s my order?” or “How do I reset my password?” On top of that, managers need to improve service while cutting costs. Throw in scattered data, and it’s pure chaos. […]
INDUSTRY SPOTLIGHT: Invest North East England (INEE)
Who are we? Invest North East England (INEE) is the strategic inward investment agency for the North East Combined Authority and is the first point of contact for businesses looking to locate and invest in our region. Our aim is to support new inward investment and promote the region as prime location for businesses to […]
North East England: A northshoring success story
As businesses continue to react and respond to changes in the domestic and global economy, many are seeking new and innovative ways to ensure they remain profitable and competitive in what is an ever-changing business environment. One of the biggest trends in recent years has been the rise in northshoring – businesses moving all or […]
INDUSTRY SPOTLIGHT: Darwin – We are not the technology; we are the process that sits in front of it
Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or […]
How dedicated customer service provision helped award-winning Mercedes-Benz distributor, Rygor, solve their biggest CX challenges
More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny, entrusting our brilliant customer service agents to answer their calls and emails, respond on social media, manage their live chat, process orders, take payments and more on their behalf, to deliver the ultimate customer experience. By providing extraordinary support across multiple […]
Looking for a new Customer Experience delivery Destination and Partner? Merchants look forward to meeting you at the Contact Centre and Customer Services Summit
Why choose South Africa? Superior CX Capability – 18% better CX quality when compared to competitor offshore markets Cost Beneficial Region of Delivery – 55% – 65% more cost efficient than source markets Preferential Accent and Customer Engagement – Buyers choose the South African accent compared to other low-cost destinations Why choose Merchants? Merchants is one of the leading Customer […]
Unobvious things to prioritise in an outsourced contact centre
Outsourcing customer support is a strategic decision, but what should drive that choice? Many businesses focus on cost first, often comparing hourly rates. But the real question isn’t how much you pay per hour; it’s what you get for that investment. Cost per resolved issue is what truly matters. If inefficiencies slow down response times […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
INDUSTRY SPOTLIGHT: Zoho Desk – Strike great customer service every time
At Zoho UK, we believe in working smarter, not harder. With over 90 million users and more than 50 apps under our belt, we’re all about making business life easier. Our tools help streamline workflows, boost productivity, and most importantly, keep your customers happy. If you’re leading a customer service team, you’ll love Zoho Desk. It’s […]
