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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, 13 November 2018
What is DebiCheck and how will my company be impacted? »
South Africa is currently the only country that has implemented an Early Debit Order (EDO) collection system. Our EDO syst...
Tuesday, 13 November 2018
What can Artificial Intelligence Bring for Contact Centre? »
The famous artificial intelligence named as Her in 2013 described a story of love between the assistant Samantha and the l...
Tuesday, 13 November 2018
Will Your Data Ever Be Secure With Facebook? »
It seems Facebook users can get used to bi-monthly news blasts that another hack has affected millions of users. The world...
Tuesday, 13 November 2018
Progressive Web App: The Future Of Web Development »
“If your business is not on the internet, then your business will be out of business” – Bill Gates In a world whe...
Saturday, 20 October 2018
Improving Collections with Gamification [Case Study] »
Collection centres have it tough; getting the most from agents whilst adhering to demanding and evolving compliance stand...

Feature Articles & Insights
Tuesday, 13 November 2018
Proven Capabilities for the Contact Center Desktop »
To a customer in need, the customer service representative (CSR or agent) is the voice of an organization. However, for ma...
Tuesday, 13 November 2018
Charting a Course for Global Growth »
Companies require detailed information about customers and market complexities in order to capitalize on international opp...
Tuesday, 13 November 2018
Unleash the Creative Power of Your Call Center »
Ask most people what they think of their experience with the call center and the common answer will be "frustration." Firs...
Tuesday, 13 November 2018
Who Runs the Best Call Center in the World? Call Center Week Awards »
No matter how much stakeholders and media stigma might suggest otherwise, playing not to lose is not the correct customer...
Tuesday, 13 November 2018
Top tips for managing attrition in the call centre »
With the economy coming out of recession, attrition rates will start to rise again. In this double feature Steven Coo...

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