Editor's Note

As we find ourselves under lockdown 3 and waiting for the 3rd wave to hit us I hope you are all well and taking care of yourselves.  I have listened to many people discuss their virtual fever and for many it is frustrating and getting to the point that they are feeling digital fatigue. For others it has been a great experience not sitting in traffic and embracing the fact that they are more productive from home than working from the office.

For our industry I do think that a lot of good has come out of the changes that we have all gone through.  The Contact Centre industry seems to have grown if not as much in numbers most definitely in business.  I have in the past reminded you that the changes in our industry will have an effect on the people numbers as organisations deploy more technology.  Ensure that your Employability Index is maintained and that you are up to speed on your knowledge and understanding of the industry, that you have stayed in touch with the technology being deployed and the new operational requirements.

Health and safety has also become a large part of how we run the offices and how we are ensuring that all the staff are safe.  In saying this I am aware of the challenges that many Contact Centres have had when staff have tested positive in their offices. I commend the organisations that have been quick to respond to the requirements by government with maintaining the regulations and putting into place the solutions to deal with these challenges.

Do not be naive, ensure you are marketable and that you will be put on top of the pile when people are recruiting. Make yourself more marketable by getting your designation and maintaining your standing as a professional in the industry.

Stay safe and we look forward to seeing you face to face in the flesh soon.

Kind regards
Sharon Haigh (MPP-CCM)
Masters Professional Practitioner in Contact Centre Management NQF8