Customer Service Metrics: Making it stick

A Practical Guide to Measuring Customer Satisfaction in the Contact Centre

Customer satisfaction should be an obsession in any contact centre. Unfortunately, not all contact centres know how to measure satisfaction effectively — and improve it on a continuous basis.

CCMG Contact Centre Showcase 2014: KwaZulu-Natal

18 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

What will the contact centre of 2020 look like?

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.

Contact Centre Award winners prove the strength of SA’s industry

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.

Problems?

This site is new - if you experience any problems or have any difficulty using the website please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. . We appreciate your feedback

Photos

Founding Supporters

Have your Say