CCMG Logo   Read this mail online
Industry News & Info
Newsletter Archive

Newsletter July 2020


Editor's Note

We now find ourselves in July and the year is quickly heading towards a close.  If we knew in January what we know now, what would you have done differently?  As we settle down to the new norm which is here to stay, you have either adapted and are happily working from home or you are so glad to see your colleagues and have joined the commuting fraternity to get to and from work. Different strokes for different folks. 

Many companies have re-looked their operations and for the first time due to the COVID-19 pandemic implemented major changes in how their business is conducted, in some cases this has become a major adjustment for both employees and employers. I am sure that those working from home have not missed the long commute to and from work, however, some people enjoy waking up early, getting ready, and having the separation of home and the office. Some people who work remotely still opt to go to a coffee shop or a co-working space to maintain the separation of home and work environments. Creating a work-life balance continues to surge on the importance meter for modern-day employees and Companies that don’t see this are missing a huge opportunity to adopt a work from home policy that will benefit their workforce.

According to research, face-to-face communication is the most preferred communication method by employees.  Not counting video conferencing, face-to-face communication is something you really only get in an office space as it tends to be beneficial to people by strengthening relationships and rapport with other employees. There’s something about relationship-building that happens when you sit next to someone or bump into each other at the coffee machine. Communication still happens when you’re working remotely — it’s just different. Face-to-face communication turns into video calls.  Emails … well, those stay emails. Nobody escapes those! One compelling advantage of working from home is the ability to work anywhere as long as you can focus and understand that you are at work. When working from an office, it’s likely you have a set schedule.

Your alarm goes off at the same time every day, you grab your morning coffee, get to the office and you’re at your desk ready to work. When it comes to working from home, it’s a little different. You now have the flexibility to wake up when you choose and tailor your day to your needs. If your company is new to remote work, chances are they still want all employees working the traditional work hours of 9-to-5, however this is in some cases changing to where you can now wake up (a little) later, pick a time for lunch, and close your laptop when you want — for some, that’s 4 pm, others it could be 7 pm depending on what needs to be achieved for the day.

On a very exciting note the CCMG have announced the awards and we look forward to seeing all the entries starting to come through. Remember for this year we are doing regional winners and then the overall national winners.

Keep an eye on the website and all our communications:

The conferences will be held at the beginning of November in all three regions. I am sure the whole industry will be very happy to get out and see one another.  We expect some very interesting presentations around the new norm and what next for the industry.

Sharon Haigh, CCMG


Welcome to our Newest Members

The CCMG proudly welcomes the Pangea team as members of the Professional Body. We are looking forward to showcasing their team and their products to the Contact Centre Industry.


Pangea Communications partners with Phonexia and SYSTRAN to enhance advanced digital voice and translation technologies offerings in South Africa and Africa

Introduction to Pangea Team Systran

Phonexia Product Portfolio

Phonexia Voice Verify

Call Center News & Info

Learning Agility & Remote Leadership

With many organisations currently working from home due to measures taken against the Coronavirus, remote leadership is obviously a hot topic. It is particularly important to provide appropriate support to people who are not accustomed to working from home. As a supervisor, how do you achieve this? Is there an ideal remote leader? read more


When the ladybot says ‘hold on’

Covid concerns have call centres closing doors — and opening new ones

Call centre combating Covid-19 effects

Game Plan for COVID-19, the New Normal

COVID-19 driving more call centres into the cloud

How Contact Centers Are Adapting To The New Normal

‘We must harness the power of home working tech, not be slave to it’

Make remote work the new normal for healthcare call center agents


Thank you to our Pivotal Supporters


Who should join

Contact centre industry professionals interested in:
  • Developing their careers
  • Advancing their personal growth
  • Exploring a broad set of current and upcoming technologies, solutions, tools, platforms and services
  • Increasing their knowledge and understanding

Member Benefits

  • Knowledge sharing and networking
  • Connect with professionals and experts
  • Skills development for personal success
  • Access to winning tools and techniques
  • Real life case studies
  • Exposure to the highest standard of dynamic trainers
  • Master pertinent management techniques

Have your say

Do you want to share your views with like-minded people with a passion for the South African contact centre industry?

Send your submissions by email to We will publish the best stories and viewpoints on our website &/or in our monthly newsletter.


Why keep it to yourself? Share this newsletter with friends and colleagues.

Join us on Facebook

Join our group on LinkedIn

Follow us on Twitter

Subscribe to this newsletter

Contact us


Tel: 010 002 0030

Cape Town

Tel: 021 856 3871


This email was sent to '@@email@@' from the Contact Centre Management Group.

If you wish to stop receiving email from us, you can simply remove yourself by visiting: @@unsubscribe_url@@