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Newsletter June 2021


Editor's Note

Hello and welcome to June! It's like another episode of “Is this the real thing or is it just fantasy” where nothing shocks us anymore and we just take it in our stride.

At the CCMG we never rest on our laurels, in fact we are constantly re-looking to improve our member offerings to ensure they remain relevant for our changing business world, and that they continue to help our members.  The CCMG has earned itself an excellent reputation over the past 10 years for being the voice of the industry in South Africa and is the most relied on body regarding all aspects of Contact Centre issues.

But as notable as the CCMG is, we identified areas where we could tweak our member platform to make it that much more effective, maximising functions and benefits even further, so today we would like to announce to you that the all-improved CCMG member portal is here.

With the help and input of our members, we have created a user-friendly interface where you will have access to additional features and benefits, as well as all the previous functionalities.

Some new features include storing your certificates in one central place and having the ability to manage and monitor your CPD points and achievements making this easier for your records.

Please direct any queries in this regard to our marketing team on  hold tight! we are almost there.

We hope you enjoy your improved membership experience!

The awards, this has been a very exciting process and I think the best use of technology and innovation that we have experienced in the 15 years of running industry Awards.  I do think that the COVID experience has taught our industry to grab every opportunity and make the most of it.

I have heard from the very tight-lipped judges that they were blown away with the quality of the finalists this year and I have to say most of our finalists seem to have been the very best quality in the industry.  Thank you to all the entrants that participated. The CCMG hopes that you did learn a lot during the entry process. To the finalists’ congratulations and well done.  AND THE WINNERS ARE…..

Only joking the details of the winners are safely locked in a safe until the awards evening.  Now you ask what, when and where are the awards.  The Council are currently working on this and these details will be unveiled soon.

Everybody looking at sponsorship opportunities are welcome to contact me

Sharon Haigh, CCMG


Upcoming CCMG Webinars


NAOMI BASSON: The Total Leader Concept

14 April 2021 10:00 am - 11:00 am
As the world of business has changed and evolved, the need for effective leaders has skyrocketed. For businesses to become truly empowering and innovative enterprises, they must develop leaders throughout the organization. In fact, the organization of the future is an organization where everyone is a leader. It is only when people are able to lead themselves that they are actually empowered to be creative and innovative. This means leadership must be developed in every employee! find out more


Movers & Shakers


Top Voice Biometrics Expert, Niko Brummer, Joins Phonexia

What better present could be wished for Phonexia's 15th birthday than having Niko Brummer, the world’s top voice biometrics expert, join the company! Niko Brummer has been immersed in voice biometrics research for more than two decades, finding answers to many puzzling questions around the human voice.We asked him some questions of our own... find out more

Featured Articles & Insights

Embracing Impact Sourcing in the Global Business Services Sector

With South Africa nominated best offshore CX delivery location in 2021 in the Ryan Strategic Advisory BPO Omnibus Survey, its Business Process Outsourcing (BPO) industry has been given a significant boost in terms of investment and employment potential. read more


The World's Top Voice Biometrics Expert Joins Phonexia

What better present could be wished for Phonexia's 15th birthday than having Niko Brummer, the world’s top voice biometrics expert, join the company! Niko Brummer has been immersed in voice biometrics research for more than two decades, finding answers to many puzzling questions around the human voice. read more

Pivotal Data lays foundation for a cloud-enabled future at King Price

The contact centre sits at the heart of every customer-centric business strategy. However, outdated, inflexible technology constrained King Price Insurance’s ability to deliver omnichannel engagement and superior customer service. read more


Money isn’t the most powerful motivator

Using intrinsic and extrinsic motivators to maximise employee effectiveness and productivity. Most companies have unique methods for motivating people. When it’s done right this delivers an energised workforce, inspires progress and pushes teams to excel. read more

5 tips to crush workplace communication in the Millennial Age

The modern workplace is being transformed by technology. Companies that are embracing all-things digital are reaping the benefits while those that don’t, run the risk of being left behind. read more


Pivotal Data gives crisis counselling contact centre a lifeline

LifeLine Western Cape is one of 16 LifeLine centres in Southern Africa. The organisation aims to improve emotional wellness in individuals and communities throughout South Africa by providing counselling. read more

South Africa is in trouble heres how we can fix it

South Africa is in trouble. Before Covid-19, the economy was already teetering at the edge of a fiscal cliff with two consecutive quarters of negative GDP growth and the expanded unemployment rate at a frightening 42%. read more


Four causes for ‘Zoom fatigue’ and their simple fixes

Even as more people are logging onto popular video chat platforms to connect with colleagues, family and friends during the COVID-19 pandemic, Stanford researchers have a warning for you: Those video calls are likely tiring you out. read more

Thank you to our Pivotal Supporters


Who should join

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

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