12 NOVEMBER, 2014 - PROTEA HOTEL,
14 Palm Boulevard, uMhlanga Ridge, uMhlanga Rocks, Durban, KZN
CCMG Showcase: Helping to revolutionise customer experience by presenting ground-breaking technology, industry best practice and top SA talents
The professional body of the South African Contact Centre Industry, CCMG brings you its annual Showcase, offering new insights for Delegates in keeping Contact Centres efficient, responsive, and overall a positive experience for the clients of today and the future
Multiple contact channels that allow customers to engage with agents and vice versa are vital to the success of the future contact centre.
The contact centre of the future needs to be truly multi-channel, if it is to succeed in providing the kind of customer service and satisfaction that is so critical to modern business success. This was a key message to come out of the Contact Centre Management Group (CCMG) Showcase, held recently at the Balalaika Hotel in Sandton.
Futurologist suggests that new channels and skills will be required to turn the centre into a relationship hub.
The contact centre of 2020 will be a quite different beast to today’s existing centres, with much about them that is likely to change in the intervening years. This is what BT customer experience futurologist, Dr Nicola Millard, told delegates at the most recent Contact Centre Management Group (CCMG) Showcase, held at the Balalaika Hotel in Sandton.
South Africa’s contact centre industry is in a healthy state, if the results of Saturday’s Contact Centre Management Group (CCMG) Annual Awards are anything to go by. Strong competition was experienced in all the key categories, particularly in the premier award category of Best Contact Centre.
“YOUR FUTURE IN THE CONTACT CENTRE”
Branded the most informative and best knowledge sharing conference this year, we are proud to have brought you the CCMG After Forever 2014 Conference.
Two days' sessions with two streams: One dedicated to People and the other dedicated to Solutions.
CCMG is in constant dialogue with Contact Centre professionals like yourself and we truly understand that your task is not easy: on the one hand you have to try to keep your team efficient and motivated while delivering excellent customer service in a very demanding work environment. On the other, you have business goals to reach, technological advancements to keep up with and your finger has to be on the pulse of the Industry, constantly searching for new solutions and anticipating future trends. You are probably asking yourself the same questions as most Contact Centre professionals in South Africa.
As our third successful CCMG awards come to a close we would like to thank the judges for all their hard work and the entrants for their passion and commitment to building brilliance within our industry.
View the photos from the banquet at Madame Zingara here. All the winners, all the glitz and glamour!
And the winners are....
The results of the CallForce Salary survey are now available for download.