Tag: Human Resources

Why investing in your people is a crucial step to improving customer service

In today’s fast-evolving customer service landscape, balancing technology with human capability is key to achieving exceptional customer experience (CX). As AI and automation take over repetitive tasks, human service agents must develop both technical and emotional skills to handle complex, empathy-driven interactions. Investing in employee training, emotional intelligence (EQ), and communication channel mastery empowers teams to deliver superior, personalized service. Businesses that prioritize people development not only improve resolution times and customer loyalty but also boost employee engagement and retention. Ultimately, the most successful customer-centric organizations are those that combine digital efficiency with genuine human connection.

Shadow AI vs Managed AI: Kaspersky reviews the use of neural networks for work in the META region

Kaspersky’s latest report, “Cybersecurity in the workplace: Employee knowledge and behaviour,” reveals that over 81% of professionals in the Middle East, Turkiye, and Africa (META) region use AI tools for work, but only 38% have received cybersecurity training on safe neural network use. The study highlights a growing divide between “Shadow AI” —unregulated, employee-driven use of generative AI tools—and “Managed AI”, where organisations enforce policies and training to mitigate risks like data leaks and prompt injections. With AI now widely used for writing, content creation, and data analytics, Kaspersky urges companies to adopt structured AI governance policies, tiered access models, and employee education to balance innovation with security.

The importance of making room for humans and AI in recruitment OR Successful hiring strategies must combine human judgment with AI insights

Artificial intelligence (AI) is transforming recruitment, offering speed, efficiency, and cost savings. Yet, while AI tools can optimise candidate assessments and streamline interviews, they still lack the empathy, intuition, and contextual understanding that human recruiters provide. Drawing on real-world examples, including the risks of algorithmic bias and misinterpretation of candidate behaviour, this article argues that AI should not replace human judgment in hiring but rather complement it. By combining AI-driven insights with human oversight, companies can enhance candidate experiences, reduce bias, and ultimately secure the best talent.

Lessons learned in building a pan-African impact sourcing model

This article by Lizelle Strydom, Managing Director of CareerBox Africa, explores key lessons in building a pan-African impact sourcing model to address youth unemployment. Drawing on experiences from South Africa, Kenya, Rwanda, and Ghana, the piece outlines how workplace readiness training, soft skills development, and inclusive hiring are transforming lives and empowering the next generation across the continent.

Africa’s Leading Music Festival A ‘Driver Of Economic Growth’ For Uganda, Government Report Finds

A new report from Uganda’s Ministry of Tourism has lauded the Nyege Nyege festival as a major economic engine for Uganda, underscoring its transformative impact on the local economy, community development, and tourism. The 2024 event generated over $2 million in economic contributions, with local businesses, especially in food, beverage, and accommodation sectors, reaping the rewards. The festival not only created thousands of jobs but also enhanced Uganda’s cultural and tourism profile, drawing international visitors and solidifying Jinja as a must-visit destination. Nyege Nyege’s growing success is positioned to continue boosting Uganda’s economy and tourism sector well into the future.

Club Med Partners with Nukakamma to Train South African Youth for Future Hospitality Careers

Club Med South Africa has partnered with the Nukakamma Talent Development Centre to train 160 disadvantaged South African youth for careers in hospitality, in anticipation of Club Med’s new resort opening on Durban’s north coast in 2026. The program includes classroom learning, hands-on training, and internships, with the support of global hospitality leaders such as Michelin-starred Chef Pascal Favre d’Anne. Beyond immediate employment at the new resort, the initiative opens doors to international opportunities at Club Med resorts worldwide. This collaboration represents a model public-private partnership aimed at creating lasting economic impact and empowering the next generation of hospitality professionals.

Building a Cyber-Resilient Organisation Through Digital Employee Experience

In an era where hybrid work environments dominate, traditional cybersecurity strategies are no longer enough. Tristan Donald of Think Tank Software Solutions (TTSS) explores how building cyber resilience requires a shift toward improving the Digital Employee Experience (DEX). By focusing on endpoint control, automation, and user empowerment, TTSS delivers streamlined, secure digital environments that reduce risk and improve productivity. The company’s approach goes beyond infrastructure, recognising employees as the new cybersecurity front line.