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Industry News
Monday, 27 August 2018
Building flexibility into the schedule using banked hours »
Banked hours can be a great way of scheduling staff to cope with varying demand.  Matthew Brown looks at how banked h...
Friday, 24 August 2018
What can contact centres learn from market traders? »
Paul Cooper argues that we can all learn a lot from a trip down at the local market, especially when it comes to customer...
Wednesday, 22 August 2018
Do Customers Hate Your Customer Experience…Or, Do They Just Hate You? »
By now, the notion that social media can instantaneously broadcast the sentiment of one disgruntled customer to an audienc...
Tuesday, 21 August 2018
All about good coaching »
Many companies suffer from poor performance and not hitting KPI targets.  When managers then feel under pressure, the...
Saturday, 18 August 2018
3 Crafty Strategies for Maximizing Contact Center Agent Performance »
Last night you were told by senior management to “do less with more” in your contact center.....You can stop celebrating n...

Our Members & Supporters
Tuesday, 28 August 2018
Creating the Ultimate Candidate Experience »
We live in an ‘experience culture’.  Multiple studies have shown that Millennials value collecting experiences more t...
Thursday, 16 August 2018
New Positioning and New Development of Contact Centre »
An Example of the Contact Centre from China I joined in the Contact Centre BPO sector in 2008 in China. After this I ha...
Monday, 13 August 2018
Making Recruiters More Human »
My very first job after university was in an HR Generalist role at a multi-national diversified company.  Very soon,...
Saturday, 11 August 2018
Movers & Shakers: Jackie Naughton »
This month we introduce to you a woman who is a Leader, Business Woman, Coach and recently the winner of IWEC (Internation...
Friday, 10 August 2018
The benefits of Artificial Intelligence in Recruitment »
I thought that I knew a lot about Artificial Intelligence, Machine Learning and Automation – until I spent some time with...

Feature Articles & Insights
Friday, 27 July 2018
Feedback Translation Guide for Frustrated Call Center Coaches »
You can’t be a good call center coach if you habitually tell the truth and speak your mind. As infuriating as it can be to...
Friday, 27 July 2018
A complaining customer is your most important customer »
They may be complaining because service levels are deteriorating, because the product no longer performs to their expectat...
Friday, 27 July 2018
4 Simple Ways to Re-Energize Call Centre Employees »
If the first day of the 7 th  Annual Call Center Week Canada is any indication, the contact center culture challenge...
Tuesday, 12 June 2018
The Top 50 interview questions and how to handle them »
It’s the New Year and our thoughts turn to getting a new job. In this article we have asked our panel of experts for the...
Tuesday, 12 June 2018
Young Customers Don’t Like Your Call Center…But is it Really Time to Start Ignoring It? »
Your organization’s customer service standpoint is, in many ways, determined by its belief in the imminence of social medi...

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