Operations22 April 2026
Why omnichannel fails in 70% of African contact centres
It is rarely the technology. The platforms work. The failure pattern is operational — and it is consistent.
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Insights from Africa's CX frontline.
Field notes from a decade of enterprise contact centre delivery. No hot takes, no listicles.
Platforms15 March 2026
Genesys Cloud vs on-prem: the migration economics
A side-by-side cost model based on real South African migrations we have delivered between 2022 and 2026.
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Data8 February 2026
Speech analytics ROI: what the data actually shows
Pulled from three years of Callbi deployments — where speech analytics pays back, and where it gets shelved.
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Compliance30 January 2026
POPIA and call recording: an architecture pattern that works
Consent capture, encryption, retention and access control — what we now deploy by default.
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Operations12 December 2025
Workforce management for the mid-market: when it pays off
A practical threshold for when WFM tooling starts to return more than it costs.
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Strategy4 November 2025
Outsourcing your contact centre — but not the tech stack
The pattern more South African enterprises are settling on: BPO operations, in-house technology ownership.
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