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Newsletter February 2020


Editor's Note

Adults are back at work kids are finally back at school and we settle into a different rhythm. Make sure it is a well-balanced work and home rhythm.

Have you started changing the things that did not work for you in the past? Have you implemented the new ideas that you had when you were away from the office or home to ensure things are better easier and enjoyable? Remember we need to stick to these ideas if they are working well and if not do not be afraid of changing them again. Talk to people get their advice or suggestions think about it and give it a try.

Last year was a difficult year for some, for others it was an ok year. We were all affected by the various challenges we had as a country.

Looking at some of the news reports 2020 is going to be a fantastic year in the Contact Centre Industry. Make sure you are part of this, play your part in making it fantastic.

The CCMG with the Professional Body and the Employers Association have a jam packed calendar of events with learning and marketing opportunities. Make sure you are linked in to our Social Media Platforms.

Be kind to all. Its far better to make people smile than to make them cry.

Sharon Haigh, CCMG


Call Center News & Info

Call Center Trends 2020

Call Centers have an ever-changing dynamic with technologies and methodologies coming into play almost every year. With the onset of 2020, let's look at the top #2020callcentertrends... read more

Five Trends Shaping The Future Of Customer Experience In 2020

2020 is an exciting year for customer experience. As we enter a new decade, customer experience is firmly positioned as a competitive advantage and something most companies are prioritizing. It's never been more important to deliver a consistent, seamless experience for customers and to look towards the future to find innovative ways to meet their more

Ethekwini seeks R43.1m for new contact centre

Ethekwini Municipality is seeking to spend R43.1 million on the Contact Centre Huawei Call Management Solution to replace its existing call centre system... read more

How Call Centres Can Get the Most from Microsoft Teams

In today's competitive business world, collaboration and communication are everything. If you're looking to influence the success of your organisation, you've probably looked to methodologies like Agile and DevOps to improve teamwork and operational efficiency... read more

Talksure crowned World's Top Contact Centre

Talksure walked away with gold at the 2019 Contact Centre World Global Awards. CEO, Jacques de Beer, accepted the award for Best Large-Sized Contact Center in Barcelona, more

IACT-Africa POPIA/POPI Act and EU GDPR update January 2020

The latest update on Privacy and Data Protection within the context of the POPI Act (aka POPIA), the EU General Data Protection Regulation (EU GDPR) and related International Standards. We hope this update will be of value to you and the stakeholders in your protection of personal information and access to information management activities... read more

CONTACT CENTRE 2025: Trends, Opportunities and Strategies

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee... read more

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