Cathy Jooste | Source | President, CGS Business Process and Customer Care Outsourcing at CGS (Compute...

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Cathy Jooste

President, CGS Business Process and Customer Care Outsourcing at CGS (Computer Generated Solutions)
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Cathrine (Cathy) Jooste joined CGS in May 2023 as President for the company’s Business Process and Customer Care Outsourcing Division. With over 25 years of experience in consulting, business process and customer care outsourcing industries, Cathy will leverage her consultative, business process and digital transformation expertise along with CGS’ best-in-class technology capabilities to expand the company’s global footprint and deepen relationships to broaden and differentiate the value CGS brings to client business initiatives.

Prior to CGS, Cathy served a dual role and drove record growth as Chief Commercial Officer and North America Region President for Atento. She has also held various leadership positions at renowned companies such as DXC, where she held the post of General Manager for both Consulting and Microsoft Businesses in a global capacity. Her background is complimented with other Tier-1 integrators such as Cognizant, Avanade and Accenture.

Cathy, who hails from South Africa, currently resides in Tampa Bay, Florida along with her husband, twin boys, and their family dog. In her spare time, Cathy enjoys spending time with her family traveling, playing tennis and enjoying a variety of water sports. She received her Bachelor’s Degree in Business Administration and Information Systems Management from the University of Central Florida.

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  • AI Revolutionizes Call Centers: Enhancing Efficiency and Customer Satisfaction
    Cathy explains, “AI is streamlining call center operations with real-time knowledge retrieval, auto summarization, and coaching.” At CGS, AI has halved agent training time and improved satisfaction scores. While AI handles routine tasks, human agents manage complex issues, ensuring a balanced, personalized customer experience.
  • AI Revolutionizes Contact Centers: CGS Leads the Charge
    Cathy highlights AI's role in enhancing customer service through "real-time knowledge access, auto summarization, and personalized coaching." At CGS, AI has halved agent training time and improved satisfaction scores. AI's future includes expanding from back-office to customer-facing roles, aiding in less emotional interactions and real-time language translation, while maintaining a balance with human interaction.