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 Newsletter: October 2021


Editor's Note

We are well into Spring even though it felt as if it was still winter. The year is quickly drawing to a close and there are about 12 weeks left to Christmas, this is scary. A few weeks ago I went into PNA to get paper and was totally disgusted to see them selling wall planners for 2022. I mean it was January a few days ago.

So we all need to be in planning mode for December. I know for all of the operational people out there it is a difficult one. How are you all predicting what is going to happen in December Lockdown No-Lockdown. Holiday's permitted, not permitted. As we have discovered for this industry we have against all odds over the past 20 months been able to operate in adversity.

The CCMG are again not sitting back, after the fantastic Awards we want to leave you with another power packed event, that being the Conference. 3 streams 3 day's power presentations short and sharp followed by Panel discussions. The Conference is aimed at helping you set up yourself and your operations with the latest information brought to you by Subject Matter Experts from Around the world.

Let us unpack Coaching and what is being done with staff working from home or at the office. What do the companies have to know and do to ensure they are ready to attract Global Brands, what attracts the buyers. How has A.I. helped us and what can we expect into the future.

Do not miss out on this opportunity to get Ahead of the Curve.

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

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AI & Customer Experience Management - The Challenge for Contact Centres

Join Margie Middleton on Wednesday 27th October 10:00-11:00to find our about:

  • New Trends
    • Intellectual - Customer Experience Management (CEM)
    • Technology - Artificial Intelligence
  • Customer Experience Management What Is It?
  • What is it trying to achieve?
  • How does it affect Contact Centres?
  • How does this fit with changes happening in Contact Centres?
  • What are the key issues that need to be balanced?
  • Questions & Discussion

Whitepaper: CONTACT CENTRE 2025

In an increasingly complex, connected world the contact centre is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. But in its new role the contact centre will have evolve to deal with more responsibilities and far more complex issues.

A New Work Culture

Many employees like to work at home but also to come back on site. This is what we call hybrid work. Leaders of several companies have noticed an improvement in the productivity of their teams at home. They have also noticed a reduction in major costs associated with the workplace.

A Look at the Pros and Cons of an Offshore Call Center

From the client's perspective: There are countless — and necessary — ways to explore cost comparisons for in-house call centers vs. offshore call centers. It’s also important to understand the basics of offshore call centers and their pros and cons.

Five9 vs Genesys: Battle of the Contact Centres

If you’re looking for a sensational CCaaS environment built for improving your conversations with customers on a significant scale, you’re in the right place. Here’s what you need to know to make the choice between Genesys and Five9.


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