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Industry News
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...
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...

Our Members & Supporters
18 hours ago
Analytics in Talent Assessment »
A nearly universal HR tradition is the use of off-the-shelf talent assessments to screen job candidates. Underpinning the...
19 hours ago
How To Understand & Dramatically Reduce Attrition »
In early 2017, industry researcher, Contact Center Pipeline published findings on what was top of mind to contact and call...
19 hours ago
Why Outsource your Call Centre Needs to a Specialist? »
Outsourcing call centre operations is no secret. Smart, growing companies are taking this strategic approach, as maintaini...
19 hours ago
Chatbot solutions for the credit and collections industry »
Principa and Atura announce partnership to provide world-class chatbot solutions to the credit and collections industry...
19 hours ago
Noble Systems Hires Its 500th Employee »
Manchester, UK (16 April, 2019): Noble Systems, a global leader in omnichannel contact centre technology solutions, t...

Feature Articles & Insights
Wednesday, 10 April 2019
8 ways that unified communications can improve the contact centre »
1. Working from home Over the past five years, businesses have increasingly offered staff the option of working r...
Wednesday, 10 April 2019
Call Center Metrics That Matter, Social Media for Customer Service »
Customer Management IQ is not a mere publication—it is a community for customer management professionals seeking to genera...
Wednesday, 10 April 2019
Customer Management Lesson from "How I Met Your Mother" »
Maybe you gave your customer exactly what he wanted.  Maybe you did everything the right way. Maybe that is not en...
Wednesday, 10 April 2019
Despite Weak Customer Experience, Costco Dominates Satisfaction »
Customer experience has become the pinnacle priority for many organizations, and with good reason:  survey after surv...
Wednesday, 10 April 2019
Ease Agents Into Things via “Transition Training” »
Sending a new agent straight onto the phones following just a couple weeks of classroom training is the equivalent of send...

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