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KZN: Benefits and Pitfalls of Digital Solutions
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KZN: Benefits and Pitfalls of Digital Solutions

Start: 09:00 for 9:30

End: 16:00

Cost: R600 for Members and R750 for non-Members (excl VAT)

When: 24 July 2019
09:00 - 16:00
Where: CCI Building
3 The High Street
Durban 4319
South Africa

Online registration is closed.
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CCMG MasterClass

Benefits and Pitfalls of Digital Solutions: Insight into how a 360-degree view of your external business communications and internal processes can benefit your business.

With the unstoppable rise of the digital world, the Contact Centre industry is evolving at a faster pace than ever before; Loyalty, Brand Protection, Impeccable service, FCR and NPS, are all critical factors for new consumers. Clients require new and innovative strategies to get their communications flowing, and customers demand that they interact with you via their preferred channels.

As our external communications digitise and move to cloud solutions, so do to our internal processes. This shift empowers paperless offices, e-Learning, online HR processes and employee satisfaction KPI's to become the norm.

This event will provide an overview of the current and upcoming channels that the digital natives and Gen X favour, along with the disrupters that are about to enter the market and alter the current landscape. Further, it will demonstrate how digital utilisation will increase your contact rates, improve your CX, as well as identifying the Do’s and Don’ts of the ever popular communications platform - WhatsApp. 

Take the grudge out of manual capturing, filing, tracing, tracking, and stop wasting time to manage an un-automated HR operation – Learn how the process of automation makes business sense and free up the R (RESOURCE) IN Human Resources!


24 July 2019
CCI, 3 The High Street, Umhlanga, 4319



09:00 for09:30 





R600 for Members and R750 for non-Members (excl VAT)

Cancellations are to be made 48 hours prior to event, failure to do so will result in the person/s being responsible for the payment of the event

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: Lee Hicks - Contact Centre Communications Solutions Specialist


Having worked globally in the Contact Centre industry for over twenty-five years, Lee has covered almost all disciplines. From starting as an Agent many years ago, through to Training Manager for one of Europe’s largest BPOs, a decade in India as both the embedded, on-site Client and in-house Operations Manager for UK projects, followed by a stint in the UAE, Lee eventually landed in South Africa. 

After applying his knowledge to South African domestic Contact Centres, and with his avid interaction on new and evolving Fourth IR platforms, Lee moved to Azuka three years ago as Product Manager for their Smartz Communications Solution. Lee’s extensive knowledge of the global market and how the industry is transitioning provides him with a unique platform to offer insights into how South African companies can capitalise on the new DX world. 

His belief: “Phrases such as 4IR, CX, DX are just phrases, they all come and go. Organisations need to understand that their consumer base is also constantly evolving, as is the way we connect with them. So, is our offering truly the method that the consumer base wants to use to connect to you? They are, and always have been, in control. This is why we need to offer the communication channels that they want”.

    Take Away points:
  • The benefits of moving to Cloud, both for Voice and Omni Channel.
  • The Pros and Cons of WhatsApp for Business in Contact Centres.
  • ‘Business’ taking back control of Social Media Campaigns. How to promote the positive aspects of assisting your Customer.
  • Best Channels to connect you to your Customers and how to maximise those.

Presenter: Sherinda Chakwawa - Human Asset Management Specialist


Sherinda, the Business Development Manager who specialises in the Human Asset Management solutions at Azuka which are designed as an enabling platform to meet the demands and needs of every organisation HR's, Training and on-Boarding requirements. This solution assists organisations to smoothly transition to automating their employee management processes, ensuring the company can streamline processes and workflows -  freeing up time to focus on strategic activities within your company.
Sherinda holds a BA degree in Industrial Psychology from Wits and a BCom degree in Industrial & Organisational Development from UNISA and understands the human capital side of the business exceptionally well.
Previously she held a post in a leading Telemedicine ITC company in South Africa, where she her interest in the power of technology was sparked – especially since it related directly to the customer centric environment.  She is an avid reader and is passionate about business and corporate Africa.  

    Take Away points:
  • HR best practices and Industry trends.
  • Readiness for next industrial revolution.
  • Employee engagement and gamification.
  • The role of AI in the future of HR.


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