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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...
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...

Our Members & Supporters
Monday, 27 May 2019
Middle Management Leadership Program »
Improve, empower and innovate your teams today  We deliver a unique “step change” process used internati...
Monday, 27 May 2019
Why Quality Matters »
Exploring how Quality in your business determines your future success With so many options available to customers,...
Tuesday, 23 April 2019
Analytics in Talent Assessment »
A nearly universal HR tradition is the use of off-the-shelf talent assessments to screen job candidates. Underpinning the...
Tuesday, 23 April 2019
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...
Tuesday, 23 April 2019
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...

Feature Articles & Insights
Thursday, 13 June 2019
Panorama: call centres ‘ruin lives’? »
What exactly constitutes a call centre? According to the BBC’s Panorama programme, it is any office employing more than on...
Thursday, 13 June 2019
7 ways to improve the accuracy of your contact centre forecasts »
Dealing with the weather, the postman and marketing teams are just some of the hurdles faced by call centre managers makin...
Wednesday, 12 June 2019
HR Shared Services Success With Cloud-based Manager Self-service »
While Employee Self-Service (ESS) has gained popularity and contributes heavily to better operating margins for employers,...
Tuesday, 11 June 2019
Create a customer-focused workforce »
Today’s customer is a ‘monster customer’ – a customer who has choices, lacks brand loyalty and has direct access to powerf...
Monday, 10 June 2019
How to Get the Best out of Your ACD »
Our panel reveal their tips and tricks for getting the best out of your Automatic Call Distributor (ACD). Manage how m...

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