Y B Normal?
The Conference Challenging Everything About the Contact Centre Industry
The Discretionary Funding window is now opened until the 13th October 2015. Here is a link that will lead you to a portal for applications.
The contact centre industry is one in which success can often be determined by how well a company can think outside the box and differentiate itself, both in the eyes of its customers and its own employees. For this reason, the recent Contact Centre Management Group (CCMG) conference was particularly pertinent, as it took as its theme the subject: ‘Why be Normal?’
Recognised as the South African Professional Body for Contact Centre Industry, the CCMG is dedicated to providing a forum for interaction, information on current issues facing the industry and standards and best practices. The 2015 conference therefore introduced a number of world class speakers, discussing new ways of thinking, of hiring and of engaging with customers.
Professor Gregory Ricks, of the University of Stellenbosch, delivered a plenary session in which he discussed the issue of ‘moving beyond tolerance’. He said that while tolerance is an important step in nation building, it should not be the end goal.
South Africa’s contact centre industry continues to grow from strength to strength, as indicated by the strong competition experienced across the various categories at the Contact Centre Management Group (CCMG) Annual Awards, held at the end of August at the Indaba Hotel in Fourways.
Sharon Haigh, CEO of the CCMG says that the importance of such strong competition across all the key categories should not be underestimated. The more closely contested the categories are, she says, the better it demonstrates the quality that exists within the local contact centre space.
“The CCMG has always been closely associated with industry standards and best practices, a position that situates our organisation perfectly to judge the top performers in a wide range of contact centre categories,” she says.