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Newsletter October 2020


Editor's Note

The months are flying by we find ourselves in October and ready for Summer at last, no time like now to celebrate.

Everybody is talking about the New Norm, nothing is normal and nothing will go back to the way things were done and we should be aiming to do things better than before. There have been challenges and hardships that we have had to endure over the past 7 months, these were lessons and messages that we needed to take to heart and learn from.  Everything we do now needs to uplift our people and our businesses.

What have we done to get the professionals in the industry recognised and show our customers that we were a profession that adheres to a code of conduct and we are serious about the way we deal with our customers? Have you personally thought about getting your designation to ensure the next time you are left in a situation where you have to stand out above the rest, that you are recognised for the professional that you are.  Do not put anything off until next year, as we now know things can change in a blink.

Another way of distinguishing yourself from the rest is to enter the 2020 Awards, the awards entries have been extended until the 31st October to ensure that we give everybody a fair chance to enter.  The Good news is that we have a Sponsor which means Entries to the Awards are FREE.  A huge thank you to our sponsor for coming to the party and  covering all the entry fees for the Industry. Your commitment to the industry is greatly appreciated by everyone in the Contact Centre industry.

Are your ready for the conference? We are aware that things are a bit hit and miss at the moment so we are going to play it safe and keep this conference as a virtual conference.

These are the topics we are looking at sharing with you;  If you know of any subject matter experts or have any suggestions for topics please let me know:

  • The new normal – Are you being Efficient
  • Different Strategies for Working from Home
  • Mental health of the staff – General Wellness/Overall Wellness
  • New WhatsApp technology for communication
  • Info Security – Laptops VS Desktops Security issues for both
  • IT Fraud
  • Combatting Load shedding, how to handle the downtime
  • Quality Assurance and how it needs to change to be effective –
  • Women in leadership

Sharon Haigh, CCMG


The Awards Entries have been Extended!!!

Closing date 31 October 2020 Midnight

The news gets better we have a sponsor for all the entries so anybody that has entered will not be charged and going forward the entries are free.  Watch this space for the announcement of the Sponsor we are just finalising the logo.

Tell your colleagues, tell your friends!

Enter now or miss out.

Earn CPD points for just entering and completing a full submission.

Our Members

Reporting Reveals the Past - Airshot Changes the Future

5 ways to use technology to grow your business and your people. Few teams in a company are as data-driven as a sales team. With the multitude of tools available, every activity is measured. From P&L, YTD, MTD, Market Share, Production, Returns, Growth (by person, team, region or division), more data is available than ever before. But does all this reporting drive and motivate salespeople?... read more

Using Incentives to Drive Business Growth

5 ways to use technology to grow your business and your people.Four tried and tested ways to actively improve your incentive campaigns If sales are the engine of your business, sales incentives are the high-octane fuel needed to drive performance. This is an ever-popular, tried-and-true tool used to energise sales teams to sell more by qualifiying for and winning great prizes... read more

Featured Articles & Insights

Voice Verification Case Study

Find out how a multinational European bank shortened the average authentication time with the Phonexia Voice Verify solution and greatly improved customer experience and the average handling time ... read more

Educor cloud migration creates future-ready educator

Educor opted for Pivotal Voice for back-office users and Pivotal on Demand for its contact centres because these solutions offered the most cost-effective option that still delivered all the functionality that users required ... read more


Call Center News & Info

Coronavirus (COVID-19): guidance for call centres and customer contact centres

This guidance is for businesses/organisations that operate in a call centre or customer contact centre environment. It comes into effect immediately - 3 August 2020 - and extends until further notice. Guidance will be reviewed on a regular basis in line with the regular three weekly review of lockdown requirements ... read more

Work-Life Balance

74 per cent of contact centre employees who homework have a better work-life-balance says new survey ... read more

The Role Of A Contact Centre Agent Post COVID

The current crisis has been a catalyst for change in the contact centre but it hasn’t sent the industry on a radically new course. Rather, it has significantly accelerated some key shifts that were already starting to emerge. The first is the shift towards higher levels of automation. The second, the ongoing transition to the cloud and virtualising the contact centre. ... read more

Interesting information

The Internet now reaches 59% of the world’s population. This is currently what happens every minute on the Internet in 2020.

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.


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Tel: 010 002 0030

Cape Town

Tel: 021 856 3871


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