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 Newsletter: April 2022


Editor's Note

So only 9 months of the year to go. Time is just zipping past us. We are going into a month of short weeks and staff taking leave to enjoy time off with their families. We have noticed that more contact centres are recalling their staff to 100% or close to 100% to work back in the offices, with the recent announcements it would appear that business in general is returning back to some form of stability...read more

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

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Featured Articles & Insights

AI in the Contact Centre: A Necessary Evil?
When Artificial Intelligence (AI) comes up in discussion, people immediately imagine robots taking over humans. Especially in contact centres, agents tend to think that AI has come to replace them. Is that really the case?

The 8 Characteristics of High Performing Teams
Why do some teams perform better than others? What sets these teams apart from the rest?

The operationalisation of #CCTR #VoiceOfTheCustomer data hinges on one key aspect – the ability to react to poor service delivery and then understand the causes of such in order to effect change.
A simple enough concept, but often harder to implement than expected. This eBook details 3 steps that will help you transform VOC data into operational improvements.

Standard Bank selects Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect
Calabrio, the customer experience intelligence company providing cloud-first workforce optimisation solutions, announced today that Standard Bank, one of Africa’s largest banks, has selected Calabrio Workforce Management (WFM) to support 4,000 contact centre agents in South Africa.


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