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EDITOR'S NOTE: JULY 2024

As winter takes a hold of our lives, may you all stay warm and safe.

The CCMG is proud to announce our new council being chaired by Matthew Byron from Capitec Bank. His team are made up of:

  • Brian Malebo
  • Audrey October
  • Wynand Goosen
  • Janelle Gravett
  • Patrick Hutchinson
  • Arnab Chatterjee

The council has a lot to do this year as we aim to achieve the following:

  1. Increase credibility with the market, industry and government.
  2. Look beyond the designation process and evolve to an accreditation-based organisation - for people practices, business processes and innovation methodology. 
  3. Increase research-based work and publish white papers around CRM, Skilling and Employability. 
  4. Pick up one theme for 2024 and do some groundbreaking work around it. (council to advise)

We hosted a successful Webinar last month Back to the Future “What will Contact Centre Operations look like in 5 years”

Thank you to Colin Field of NICE, the presentation touched on so many things that we are going to bring as categories at the Awards this year.

He touched on the importance of ESAT and CSAT, satisfying a customer’s query with the tool Smart Assistance, also the importance of Work Force Planning and the role it plays in the wellness of our staff.

This takes us to the new thinking around the Awards where we have changed the format from a question format to a submission allowing the entries to give us a good example of what is being done to achieve the goal of the category.

With new categories such as:

  • Best Customer Centric Culture
  • Best Employee Experience
  • Greatest Impact of Artificial Intelligence (AI)
  • Best Customer Experience Redesign

To mention just a few.

Entries will be open in August and we look forward to seeing what the industry will provide this year.

We have also incorporated one new Rule. Due to the scores being so close this year, we are going to award each Individual entry where the entrant has their membership and designation, they will get 1 point for entering the category. Where it is a company award, we will award our Corporate Members 1 point for entering the category. This is a way of rewarding the Individuals and Corporate members for their loyalty to the Professional Body.

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

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Watch the VTW320 DECT Headset Noise Cancellation Demo here: https://www.youtube.com/watch?v=3Dk4SKMUDC0

 
Back to the Future: What will contact centre planning look like in 5 years?
Changes in the contact centre industry, such as customers and employees' increasing use of digital channels or high work-life balance expectations, mean that workforce management needs to support customers and employees more innovatively than ever. This webinar provides a framework for creative workforce management solutions to meet the challenges of contact centres today and in the future.

Watch the webinar here or download the presentation.
 

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