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Perfecting your outbound contact operations and optimisation – from data to dialtone. CPT
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Cost: R600 for Members and R750 for non-Members (excl VAT)

 Export to Your Calendar 2019/02/20
When: 20 February 2019
09:00 for 09:30
Where: Map this event »
SAP Africa
Waterford Precinct, 7 Boundary Road
Century City
Cape Town, Western Cape  7441
South Africa

Online registration is available until: 2019/02/20
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CCMG MasterClass

Perfecting your outbound contact operations and optimisation - from data to dialtone.

The Master Class will focus on the following:

The purpose of this event is to empower participants in the contact centre industry with a wide range of skills around their outbound contact activities and dialler campaigns. In a jargon-free, open and honest discussion and workshops, participants will learn how to interpret business strategy and execute on it using the diallers.

  • What the business advantages are between manual, preview, progressive and predictive diallers are
  • Business use cases for each of the forms of diallers
  • Why setting up CRM integration is important. And when it is overkill.
  • The role of scripting inside an outbound contact centre.
  • The use of outbound diallers in customer experience management
  • Dialler pitfalls and opportunities in BPO operations
  • Data manipulation and scrubbing techniques
  • Setting up your dialler plans and campaigns
  • Performance tuning best practices for stability and reliability
  • Common technical mistakes for dialler environments and how to prevent them

12 February 2019

SAP Business Park, 1 Woodmead Dr, Woodmead, Sandton, 2191



20 February 2019

Waterford Precinct, 7 Boundary Rd, Century City, Cape Town, 7441



14 February 2019

3 The High Street, Umhlanga, 4319


Start: 09:00 for 9:30
End: 16:00
Cost: R600 for Members and R750 for non-Members (excl VAT)

Due to limited space we will advise you by return e-mail if your seat has been reserved. For more info contact

CPD Points: 2



Presenter: Mercedes Jacobs

As a respected Business analyst, Mercedes has experience in working with businesses of all sizes and complexities. By utilising her unique combination of business and technical expertise, she is able to translate real-world business requirements into actionable technology solutions. Mercedes' background in business and process analysis and understanding of the Contact Centre environment makes her a sought after speaker and collaborator.



Presenter: Makokwe Mongwegelwa

Throughout Makokwe's 13 years in the contact center space, he has gained a wide range of technical notches in his belt. With a particular focus on diallers and platform optimisation, Makokwe is a sought-after expert in fine-tuning the performance of technical platforms to ensure the best possible mix of performance, uptime and stability. Through various Avaya and Presence implementations, configurations, implementations and audits, Makokwe has the experience and depth of skill to impart even the most complex concepts in simple to understand terms.


Presenter: Gregory Jarvis

For his sins, Greg has spent the last twenty years professionally involved in call centers, starting his career as an agent and then moving through various roles including executive management and even owning his own call center operation. As a result, he has been involved in a myriad of the Call Centre Verticals including BPO, Financial Services, Telco, Media, Financial Services and many more he would rather forget. Because of his short span of attention, Greg has almost been involved across nearly every sphere of call center operations including Quality Management, Compliance, Technology, Data, Operations, and Project Management.


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Contact us

Tel: 011 438 6590,
Fax: 011 781 3886

Cape Town
Tel: 021 856 3871