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Image (CC) - RaHuL Rodriguez, " Atención al cliente - Customer Service" (Flickr)

Image (CC) – RaHuL Rodriguez, ” Atención al cliente – Customer Service” (Flickr)

The South African contact centre sector is growing and shows no sign of shedding jobs as a result of technology advancements like robots and automation.

This is according to Wynand Smit, CEO at INOVO, who says the contact centre industry is changing in some of the developing nations, but not so much in SA.

As robots, artificial intelligence (AI) and digital algorithms continue to replace many jobs and professions; new and emerging professions by 2025 will focus more on human interaction, augmented through digital mechanisms, says Wayne Houghton, director of Growth Implementation Solutions at Frost & Sullivan Africa.

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