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Feature Articles & Insights
Thursday, 11 July 2019
Top 10 things to include on your contact centre screens »
Wondering what to display on your LCD, plasma screens or wallboards? Ray Edun has given us some ideas to help you gain a b...
Tuesday, 09 July 2019
What is the Point of Customer Service? »
While I certainly found the chat relatable—it mirrored the countless, frustrating chat conversations I have had with incom...
Saturday, 06 July 2019
The 7 dumbest things said during a sales pitch »
When you spend your career listening to pitches over the phone and in person, it is inevitable that you will experience yo...
Friday, 05 July 2019
Social Media Stupidity »
The Fine Line Between Detrimental and Necessary How exceedingly annoying is it when you cannot find a long-time acquai...
Thursday, 04 July 2019
Poor leadership and bad culture leaves call centres out of pocket »
Many organisation managers are performing well below their potential due to the rising numbers of leaders who are notoriou...
Wednesday, 03 July 2019
How to recover from an agent giving out incorrect advice »
A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happe...
Tuesday, 02 July 2019
Customers are prepared to pay more for good service – a history lesson »
Once upon a time, in the long ago past when product was king, the marketeers ruled the earth. Paul Cooper looks at the...
Monday, 01 July 2019
15 tips to improve quality monitoring »
Looking to improve your quality monitoring as well as other forms of interactions, like email, web chat and social media?...
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...
Sunday, 09 June 2019
SA workers don't leave jobs they leave bosses »
As portrayed in the recent blockbuster movie, Horrible Bosses, following years of being overworked, underpaid and harassed...
Saturday, 08 June 2019
The Power of One »
It’s easy to think that one person doesn’t make a difference in a call centre with hundreds of agents. But the impact of o...
Monday, 03 June 2019
Why It Pays To Be Anti-Social »
Several commentators claim Twitter and blogs aren't the right media for interacting with customers, since 90% of your audi...
Sunday, 19 May 2019
Win Back Lost Customers - And Watch Profit Soar »
Everyone says the customer is important, but only the truly savvy companies invest the time, effort and financial resource...
Saturday, 18 May 2019
What to Look for When Buying… A WFM Solution »
Our panel highlights the ‘must have’ features to look out for when buying a Workforce Management (WFM) solution. Self-...
Thursday, 16 May 2019
Treat Your Agents Well: Service Thrives on Engaged Employees »
Stop circling the subject of agent morale and take steps to shore it up. You’ve got to identify your top performers and lo...
Wednesday, 15 May 2019
Ten more customer service questions »
As a follow-up to his article  the top 10 questions in customer service Paul Cooper looks at ten more frequently as...
Tuesday, 14 May 2019
Six clever ways to design your call centre »
You may take it for granted, but the physical layout of your call centre can have a big impact on performance. Darren W...
Monday, 13 May 2019
People development in the call centre »
The next generation of senior executives in the customer relationship management industry is emerging through the sector’s...
Sunday, 12 May 2019
Next Generation Customer Service »
If Customer Service is to ever live up to its potential and meet the expectations of all its stakeholders, it needs to re-...
Saturday, 11 May 2019
Is an avatar the best way to give customer service? »
Are virtual reality characters or avatars really the best way to give customer service? Customer service based o...
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...
Wednesday, 10 April 2019
Giving "Voice of the Customer" Initiatives Some Teeth »
Just because your call center surveys customers and occasionally even looks at the feedback they provide doesn’t mean you...
Wednesday, 10 April 2019
Home Agents: A Call Center Game-Changer »
Giving deserving agents the opportunity to handle customer contacts from home gives them a whole new life: No more soul-cr...
Wednesday, 10 April 2019
How to Use Social Media to Improve Customer Service and Cut Costs »
Social media initially changed how we communicate with friends and family, but now it’s becoming very clear that it also a...
Tuesday, 19 March 2019
Buying consultancy services »
There are a range of documents and check-lists available to help client organizations buy consultancy services. Managers a...
Monday, 18 March 2019
How to nurture your centre through change »
The ability to manage a change programme is fast becoming a vital capability for centre managers and team leaders in the i...
Sunday, 17 March 2019
25 tips to make your telesales people more productive »
We asked our panel of experts for their advice on how to make telephone sales people more productive.  We came up wit...

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