Beyond speech recognition accuracy: Why conversation quality now defines AI success in the contact centre
For years, success in automated contact centre engagement was measured largely through technical indicators such as speech recognition accuracy, word error rate (WER), latency and speech-to-text performance. While these measures still matter; accurately, fast transcription remains a critical foundation for intent detection, routing, summarisation, compliance monitoring and analytics. Baseline technical performance is no longer enough to determine whether […]
Contact Centre Performance Management Systems: Improving agent development and service quality
The modern contact centre has evolved far beyond measuring call volumes and average handling times. Customer service leaders are expected to deliver consistently high-quality customer experiences while supporting employee wellbeing, improving operational efficiency and responding quickly to changing customer expectations. As hybrid working, AI-assisted customer service and omnichannel engagement become the norm, organisations need greater […]
South Africa: The BPO destination everyone is talking about and why it matters
By Merchants South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and for good reason. In an environment where organisations are under increasing pressure to deliver seamless, high-quality customer interactions while managing cost and complexity, South Africa offers a rare combination of human capability, cultural alignment, and […]
Is hybrid the right answer for customer experience?
For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce costs. Today, the reality is more nuanced. As customer expectations rise and budgets remain under pressure, many organisations are looking for a model that balances cost efficiency, quality, flexibility and customer outcomes. Increasingly, that answer […]