By Kate Shead, HR Executive at Telviva The field of customer service is undergoing a profound transformation with the proliferation of communication channels, and as businesses increasingly adopt artificial intelligence (AI) and automation in an effort to provide immediate service. Even as technology is infused into more areas of the business, humans will still have a crucial role to play. However, this will likely require new skills for service agents, and organisations will have to invest in training to deliver exceptional customer experience (CX). We are seeing the growing capability of technology altering the role of human service agents. With…
Author: Montage Africa
By Dominic Wabwireh with AP The United Nations’ top humanitarian official, Tom Fletcher, met with Sudanese Armed Forces leader General Abdelfattah Al-Burhan on Tuesday, in a high-level diplomatic effort to secure critical access for life-saving aid delivery across the war-torn nation. Following the meeting in Port Sudan, Fletcher described the discussions as “constructive conversations” aimed at ensuring that aid agencies can “continue to operate everywhere across Sudan to deliver in a neutral, independent and impartial way.” The talks are part of Fletcher’s week-long mission to address a catastrophic humanitarian crisis exacerbated by the ongoing conflict between the national army and…
By Rédaction Africanews with AP Lebanese authorities released the son of late Libyan leader Muammar Gaddafi on Monday after he paid a $900,000 bail, ending his 10-year detention for allegedly withholding information about a missing Lebanese cleric, security officials and a member of his defence team said. One of Hannibal Gadaafi’s lawyers, Charbel Milad al-Khoury, said his client was released Monday evening after necessary paperwork was finished. “Hannibal is officially free and has the full right to choose the destination that he wants,” al-Khoury said. He refused to give further details about Gaddafi’s future movements out of security concerns. The release came days…
In a significant development for Sudan’s devastating civil war, the paramilitary Rapid Support Forces (RSF) has agreed to a ceasefire proposal brokered by the United States, Saudi Arabia, Egypt, and the United Arab Emirates. This deal proposes a three-month humanitarian truce to be followed by a permanent ceasefire and a transition to civilian rule. The announcement arrives as the nation faces a catastrophic hunger crisis, with famine declared in parts of Darfur. However, a critical hurdle remains, as the Sudanese military government has yet to respond to the proposal. This diplomatic breakthrough comes amid mounting international pressure on the UAE, accused of…
Bill Gates has pledged $1.4 billion through his foundation to help smallholder farmers in sub-Saharan Africa and Asia adapt to the growing threat of extreme weather. Over the next four years, the investment will fund technologies that boost crop yields, improve livestock farming, and restore degraded land, while expanding access to digital advisory tools. The initiative, announced recently, seeks to strengthen food security and climate resilience among farmers who produce over a third of the world’s food yet receive less than 1% of climate finance. By strengthening agricultural resilience, the foundation aims to combat poverty and climate change through practical, human-centered innovation.
The United States has now overtaken China as Africa’s largest source of foreign direct investment, marking the first time it has held the top spot since 2012. This shift is driven by a US government effort to secure supplies of essential materials such as cobalt and lithium, which are vital for electronics from smartphones to electric vehicles. Spearheaded by the US International Development Finance Corporation, this initiative aims to counter China’s long-standing dominance in the sector. For African nations, this competition presents a significant opportunity to negotiate better terms, such as building local processing plants to capture more value from their…
By Africanews Tanzanian authorities on Monday released four opposition figures who were arrested on accusations of involvement in deadly election protests in October. CHADEMA vice-chairman John Heche was among the four released on bail. He had been arrested on October 22 and questioned by police on suspicion of terrorism, according to his lawyer. The protests, which observers say are the east African country’s biggest political crisis to date started on the eve of the election which President Samia Suluhu Hassan won with nearly 98%. CHADEMA has claimed as many as 1,000 people were killed by security forces. There has been…
By Rédaction Africanews with AP Intense violence continues to tear apart Sudan after the fall of El Fasher, with new images from the city revealing the extent of its destruction, and the United Nations warning about the increasing number of displaced people in the country. Saudi Arabian state-owned TV channel Al Arabiya aired footage from this weekend of the damage in el-Fasher. The video shows the walls of buildings and a mosque inside a military medical facility bearing traces of heavy gunfire, while red tape indicates the presence of landmines. The medical military facility was near the 6th army division…
By Rédaction Africanews with AP Armed men in Mali killed a TikTok influencer who had posted videos in support of the West African nation’s military, authorities said Monday. “The young TikTok user Mariame Cissé was abducted by armed men on Friday while she was at the weekly market in Echel … The following day, at dusk, the same men brought her back to Independence Square in Tonka and executed her in front of a crowd,” Yehia Tandina, the mayor of Timbuktu, told The Associated Press. The mayor of Tonka in the Timbuktu region, Mamadou Konipo, confirmed the killing but said…
In a landmark move for historical justice, South Africa has reopened the inquest into the 1967 death of Chief Albert Luthuli, the first African Nobel Peace Prize winner and former ANC president. Luthuli, the leader of the African National Congress at the time, was struck by a train while walking near his home. The original inquest ruled his death an accident. For decades, his family and historians questioned this finding, suspecting state involvement in the death of the prominent government critic. This new judicial review, prompted by family petitions, seeks to uncover the truth regarding Luthuli’s death finally. The inquest is part…