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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...
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...
Saturday, 16 March 2019
Delivering call centre customer experience – five steps to success »
How does your call centre measure up in the customer satisfaction stakes? Caroline Dunk is on hand with five pieces o...
Friday, 15 March 2019
Improving Your Pre-Hire Assessment Process »
While a comprehensive and strategic recruiting program is certainly key to attracting the right type of agents your call c...
Thursday, 14 March 2019
Call centre work a stepping stone to better things, suggests study »
Call centre workers are planning their next career move from the day they start work, a Durham University study suggests....
Tuesday, 12 March 2019
Next Level Service Desk Strategies »
Service Desks today are facing unprecedented challenges in the way that they support customers and employees. They are bei...
Friday, 15 February 2019
Work x Entertainment = Workatainment »
It was a quiet weekend day in the contact centre and life was becoming a bit monotonous.  Abhinit Gogia had a good id...
Friday, 15 February 2019
The Best Contact Center Consultants? Your AGENTS »
The next time your contact center is in need of a consultant, look no further than your phone floor. The best centers I...
Friday, 15 February 2019
Phone is still the most popular channel »
The phone accounts for over 70% of inbound and outbound contact, according to a study conducted by Infinity CCS. Their...
Friday, 15 February 2019
Fool’s Gold: Why You’re Rewarding the Wrong People »
Going back 20 years when I was first working as a part-time contact centre agent, I remember our centre manager deciding t...
Friday, 15 February 2019
Don't Want Your Customers to Leave? Act Like It! »
Suffocated by their experience with studies confirming the financial advantage of retaining a customer over attracting a n...
Friday, 15 February 2019
Creating call centre sales Superstar »
Recent research into how the brain really works and the psychology of learning shows that we can all learn to 'rewire' our...
Friday, 15 February 2019
Building customer loyalty using social media »
Carolyn Blunt highlights a number of ways in which social media can be used to build customer loyalty. In case you have...
Friday, 15 February 2019
4 Things That Frustrate Customers - And How to Fix Them »
The customer experience presents businesses with a myriad of uncontrollable variables, risks and challenges. Systems ca...
Tuesday, 15 January 2019
Quality Assurance 2.0 »
The Rebirth of Call Center QA As the economy continues to slowly recover, organizations remain under pressure to furthe...
Tuesday, 15 January 2019
Defining the ultimate customer experience for your organisation »
On your marks, get set, go! Natalie Calvert shares her experience with a discussion on how to define the term ‘customer...
Sunday, 13 January 2019
Threat of Cyber Attacks Surging Profit, Customer Service at risK »
McAfee’s comprehensive investigation into Operation Shady RAT, a cyber-intrusion operation that spans at least five years,...
Friday, 11 January 2019
Leveraging The True Value Of Legacy Customer Information Systems »
For many years, customer information systems (CIS) have been at the heart of utility operations and the principal system o...
Wednesday, 09 January 2019
Leveraging The True Value Of Legacy Customer Information Systems »
For many years, customer information systems (CIS) have been at the heart of utility operations and the principal system o...
Monday, 07 January 2019
Google’s “Coffee” – Are Your Customers Ready for Your Message? »
Shortly after my first encounter with  Google Chrome’s new “Coffee” ad spot , I decided I simply had to write about t...
Friday, 04 January 2019
Coca-Cola's Knowledge Platform Optimizes Decision Making »
The perfect blend of art and science – a phrase befitting Doug Bippert’s juice industry background – is how Bippert explai...
Thursday, 03 January 2019
Benchmarking for Service Desk Success »
The Best Practice Guide Benchmarking is a critical process for any Service Desk that wants to gauge the quality of thei...
Wednesday, 02 January 2019
3 Myths Standing in the Way of Call Center Productivity »
Five weeks of vacation time sounds like a dream to most people, but what if that vacation had to be taken one or two minut...
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...

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