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Newsletter March 2020


Editor's Note

This year is gaining motion like a runaway train. However the light at the end of the tunnel is not another train it is the rewards for everything that you are putting into your campaigns and into your people.

The planning of the Conferences for this year is looking fantastic. Have you signed up to be a speaker or a sponsor as yet. Then there are the awards and oh do we have something exciting for each and every one of you. This year will be an awards ceremony to enjoy and to celebrate the best of the best in the industry regional and national. So get your glad rags on.

There is definitely a renewed energy for foreign investment into the industry as we are watching a number of large companies coming into South Africa as they have identified opportunities and gaps in the market.

Remember to be kind to one another.

Sharon Haigh, CCMG


Call Center News & Info

The vital role of Quality Assurance in every industry

5 reasons why QA is essential to your business’ success. Every business, regardless of the industry, shares the same goal when it comes to customer satisfaction – happy customers with no complaints... read more

The single biggest problem in communication is the illusion that it has taken place

The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the more

Contact Center Executive Outlook on 2020 and Beyond

Industry leaders share their insights on the trends that will impact customer care and contact center management. Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last more


10 top predictions for the Contact Centre of 2020

With customer experience on everyone’s lips, the contact centre is about to undergo a major metamorphosis from an ugly duckling to the enterprise’s swan. Contact centres don’t always represent a shiny jewel in the company’s crown. However, as the pressure mounts on brands to offer excelling customer service, they are becoming a focus of the battle for client’s more

6 Call Center Trends that Will Make an Impact in 2020

Call center trends that are making waves. Read ahead to find out if you are ahead or behind the new trend. The call center performance is all about responsiveness, understanding client concerns, and using competitive rates to lure leads away from your more


Are you looking for answers on Virtual Call Center Technology Platforms in South Africa?

Virtual call center is one of the most widely adopted technologies in the call center space. It helps companies to save the capital expenditure that automatically reduces hardware expenses, maintenance costs, IT administration pressure, technology lifecycle, and integration more

Outsourced Customer Care Services To Grow To $84.7 Billion By 2020

The outsourced customer care services market is growing rapidly worldwide. A new research report by Radiant Insights indicates that the global outsourced customer care services market is forecast to reach USD 84.7 billion by 2020. A higher demand for interaction through non-voice channels is expected to be the main driving force for the global more


2020 call centre trends to be aware of

The call centre landscape is shifting and because of AI becoming increasingly prevalent in call centre environments, it’s important for businesses to be aware of all trends and incorporate it into their overall business more

Trends, Issues And Opportunities In Contact Centre Outsourcing In South Africa

The South African (SA) government’s recently announced plan to support the local call centre and business process outsourcing market augurs well for the industry but the proof of the pudding will be in the eating, says Jean Arnall, Key Accounts Manager at more


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