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Newsletter September 2020


Editor's Note

Well Spring has sprung and I am sure everybody is ready for the upcoming weather, it's time to start spring cleaning not only the cupboards but our mind-set and the way we are doing things. Changes are inevitable in life so there should be no surprises as to how much things have changed since January this year.

Embrace who we are, and take the opportunity to show your worth and enter the Africa's Calling 2020 Awards. Show us how you have challenged and succeeded this year. Go and have a look at the categories for People and Companies here. The closing date for entries is the 30th September.

You can also prepare yourself for a conference that will wow you, this virtual conference will definitely showcase the industry and also the exciting way in in which we can attend a conference from the comfort of our homes or offices. No travelling through the traffic, just an easy log in and be wowed by what you can learn and share with the industry. Register here. This year we are offering our sponsors an unique opportunity showcase your products or solutions to the delegates in the form of a Video Advert. You the sponsor choose how many times you would like it run during the day.

Exciting times as we build up to the awards event which will give you the opportunity to meet greet and celebrate with colleagues and remember this year we have Regional and National Winners.

Sharon Haigh, CCMG


Stand in line to win exclusive, behind the scenes access to the CCMG Conference 2020. All you have to do is look out for the series of 4 work-from-home surveys. Tell us about your experiences. Share your joys, your pains, your wins! The more surveys you complete, the higher your chance of winning. Sharing your experiences will enable us to better understand how to help you and the rest of the industry going forward positively and productively - overcoming the impact of Covid-19!  

CCMG 2020 Contact Centre Awards

The CCMG 2020 awards is upon us and the awards portal is now open It is time to throw your hat into the ring and register to enter and show the world that you are the best of the best. Below ia a list of both the People and Company awards up for grabs and a reminder that you can enter as many as you believe you qualify more

Are you making a difference?

Asks Amanda Holt, Director of Dialogue. Put your best foot forward – click here to enter.


Rise to the challenge

It's time to consider entering this year's awards and to inspire you to rise to the challenge hear from previous winners how they feel. Watch now

Call Center News & Info

Intelligent GPS for the cloud contact centre

What defines efficiency in the modern call centre? Is it always-on access? Is it the omnichannel? Is it the ability to engage with customers in real time? In the past, the answer would be a shrug and answering either the door or the phone to a customer looking for support. Today, the contact centre has become so much more. It’s the new window into the organisation’s soul – the window that allows for the company to see into what customers used which channels, why they are contacting the organisation, and how the company can improve engagement and resolution... read more


Three successful women in tech share their secrets with wannabe shetrepreneurs

The information and communications technology (ICT) industry in South Africa is still largely male-dominated, with only 23% of jobs in the field held by women. But even though men still lead the field both in South Africa and internationally, there are a handful of women who are really disrupting the status quo and making their mark. Three such women are co-founders of Airshot; Samantha Staats, Claire Storm and ex-Miss South Africa, Heather Mostert. ... read more

SA placed 2nd among most favoured offshore contact centre locations

For the third year in a row, South Africa has been named the second most favoured offshore location for contact centre delivery, globally. ... read more


Conversational AI moves into SA call centres

Chatbot technology is helping insurance companies leverage platforms like Facebook Messenger and WhatsApp to engage with consumers in a natural and authentic form... read more

How to care for Covid-19 positive staff

Chances of employees contracting coronavirus (Covid-19) have risen alongside the increasing numbers of positive cases in South Africa as more return to work. Businesses, therefore, need to be prepared for this occurrence. ... read more


Covid-19: Key considerations for call centres

The Minister of Health and Minister of Trade, Industry and Competition issued a directive under the Disaster Management Act Regulations (the Regulations) to clarify the extent and conditions upon which call centres may operate during the lockdown (the Directive). ... read more

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