In a constantly evolving industry like the contact centre space, the worst possible thing one can do is to be simply ordinary. With this in mind, the recent Contact Centre Management Group (CCMG) conference posed the question: ‘Why be Normal?’ to its delegates. Success in this sector is, after all, determined by how well organisations can think outside the box and differentiate themselves, both in the eyes of the customers and their own people, making the question particularly pertinent.
As the South African Professional Body for the 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.