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Industry News
Thursday, 13 June 2019
2019 Industry Awards »
Dear Industry Stakeholders and Colleagues Due to the recent launch of the BPESA and City of CT Awards in the West...
Tuesday, 19 March 2019
Transitions in the Workplace »
Creating an Implementation Strategy The economic downturn at the end of the last decade changed the business lands...
Wednesday, 16 January 2019
iContact Sets SA Industry Bar High »
All it takes to turn one customer into a loyal advocate of your brand is an all-round excellent customer experience. Passi...
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...

Our Members & Supporters
Friday, 27 September 2019
Salaries over the last 10 years »
Ever wonder why the attrition in the contact centre industry is so high… Seeing we are always looking for someone, somethi...
Friday, 27 September 2019
Biometrics & Analytics »
The magic mix of Security, Fraud Prevention, and Customer Experience Our modern consumers are spoiled for choice....
Monday, 02 September 2019
The Global CX Benchmarking Report »
More than 20 years of evaluating trends and transforming CX The CCMG would like to invite our members participate in...
Wednesday, 28 August 2019
Thomas Maydon's Truth Seeker: How to Avoid Logical Fallacies and Cognitive Biases in Data Science »
For some time, I have been interested in sceptical thinking and how we as humans commonly make logic flaws in our thinking...
Wednesday, 28 August 2019
Professional & Economic Headsets for Call Centres »
M2 & M2MS USB Axtel M2 and M2MS series is a professional and economical solution for call center and teleworker e...

Feature Articles & Insights
Thursday, 08 August 2019
The Top Six Reasons to Simplify the Customer Service Desktop »
Hint: Whether you have 1, 3, or 25 applications, you are still dealing with complexity. Desktop Complexity is a common...
Thursday, 08 August 2019
25 Essentials for Exceptional Email Campaigns »
Load and send? Batch and blast? Those direct marketing concepts are ancient history in the modern email environment. To...
Wednesday, 07 August 2019
The Right Way to Do Contact Center Reporting »
Many good things come out of contact centers, but reporting is generally not one of them. Given the large number of system...
Tuesday, 06 August 2019
QR Codes Losing Luster with Marketers – It’s Time for Proof of Value »
Innovation can simultaneously be a marketer’s best friend and his greatest enemy. On the one hand, no marketer should e...
Monday, 05 August 2019
Turning Customer Complaints into Improved Service Performance »
It’s not breaking news to say that managers responsible for customer service are busy people with quite a lot on their pla...

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