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Feature Articles & Insights
6 hours ago
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...
6 hours ago
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...
6 hours ago
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...
6 hours ago
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...
6 hours ago
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...
6 hours ago
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...
7 hours ago
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...
7 hours ago
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...
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...
Tuesday, 13 November 2018
Top tips for back-office WFM »
Our panel of experts share their top tips for back-office workforce management. 1. Business processes come first Yo...
Tuesday, 13 November 2018
Getting board buy-in for an improved customer experience »
You’re about to go in front of the board and you’re looking to get their approval to enter in to a customer experience imp...
Tuesday, 13 November 2018
4 key skills of a campaign manager »
As the communication channels through which consumers can interact with brands continues to emerge, it can become increasi...
Saturday, 20 October 2018
What SkillzBook does for your CPD »
SkillzBook helps you to manage your CPD in an easy, all in one system. Once you have applied for and received your designa...
Saturday, 20 October 2018
Fraud Control versus Customer Experience »
Does managing fraud in your contact centre immediately degrade the customer experience? In any contact centre environment,...
Saturday, 20 October 2018
JobStarter: South Africa’s Youth Unemployment Digital Disruptor and Transformation Partner »
African innovation is blossoming! With 600 million people expected to be internet users by 2025 and the multiple challenge...
Saturday, 20 October 2018
What Customer Service Can Learn from the Homeless »
It might not be a key issue in any presidential or congressional election, but when it comes to inspiring a divisive react...
Saturday, 20 October 2018
Making Sense of your Social Media Metrics »
Social media comes with a sea of metrics, and it can sometimes be frustrating making some sense out of it.  In this p...
Saturday, 20 October 2018
Twitter, Google Debate New Social Search...But What's Best for the Customer? »
Could the motivations behind Google’s new “Search, Plus your World” upgrade—and the resulting complaint from Twitter—be mo...
Saturday, 20 October 2018
First Tweet Resolution and other New Contact Center Metrics »
As customer care and contact centers continue to evolve, so must the metrics that centers measure. Sure, some classic metr...
Saturday, 20 October 2018
A Practical Guide to Implementing Multi-Channel Customer Service »
Where are we in the journey? Multi-channel customer service has been a much discussed topic in the UK for many years. Inde...
Saturday, 20 October 2018
Eight Megatrends That Will Reshape Customer Experience Management »
Customer experience management is still in its early stages of evolution. As people, processes, and technologies evolve, t...
Saturday, 20 October 2018
Whitepaper: Speech Analytics »
Hearing the voice of the customer presents a challenge to even the most sophisticated contact center. Many different measu...

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