The Premier Contact Centre Conference in Africa

31 OCTOBER- 01 NOVEMBER

At CCMG we are dedicated to bringing together decision-makers, stakeholders, and role-players who can engage in meaningful discussion, share information, drive transformation, and promote innovation in the Contact Centre industry in South Africa, and in fact the Continent of Africa as a whole.

South Africa is particularly well-placed for an active and thriving contact centre hub, with the strides that we have made in the technological sector, our time zone - which makes us particularly attractive to European countries as Contact Centre partners - as well as our generally hardworking and dedicated workforce.   

As the only Professional Body for Contact Centres in South Africa, we host an annual conference which offers a wonderful opportunity for delegates to debate a set of topics which are relevant to the industry. 

This year, under the theme of AFRICA’S CALLING, the conference will aim to highlight the integral role that the African Continent plays as a powerhouse in the global contact centre arena.    

As an important role-player in the Contact Centre industry, will you heed the call?

Do you realise that the time to position and promote Africa's impact on the Contact Centre industry is now? 

Africa's Calling!

Sponsorship Opportunities

Sponsorship of the Africa’s Calling CCMG Conference and Expo has the potential to position your company’s brand as a Contact Centre industry leader as well as to maximise your Return on Investment (ROI)

Featured Streams for 2019

Leading the Pack

People, management and motivation
  • Workforce development: motivation, training, retention
  • Job satisfaction, stress management
  • Multiple generations within the Contact Centre
  • Leadership, productivity
  • Investing in agents, psychological support
  • Customer behaviour and trends
  • Proactivity and personalization of customer engagement
  • Building a winning corporate culture
  • Gamification

 

 

The Art of Tracking

Analytics and optimization
  • Measuring: metrics, analysis and interpretation
  • Optimization, KPI`s
  • Cracking down on hold times, lowering abandon rates
  • Social media as a Contact Centre touchpoint
  • Omni-channel growth patterns
  • Monitoring quality
  • Upsizing, downsizing, outsourcing, insourcing
  • Time and workflow, CRM management
  • Cost centre vs. profit centre
  • The customer journey

Into the Wild

Technology, trends, future
  • Digital transformation
  • Working in the cloud
  • Future trends in consumer behaviour, technology etc.
  • Virtual reality
  • AI, machine learning,
  • Voice-powered technology and bots
  • How to choose the best equipment, software for your company`s needs?

 

 

 

 

Latest News

Africa Calling

Africa Calling

Sometimes we do not have to look further for inspiration and motivation than our own doorstep. Transformation and innovation – the two strongest forces that drive the Contact Centre industry are the same energies molding the African economic, political and social landscape.

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Feedback from the Cape Town Conference

Very interesting and relevant topics
Fatima Ely – Fairheads Benefit Services

The event was fantastic, I enjoyed and learnt a lot from each and every speaker
Zukiswa Nteyi – Tower Group

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Feedback from the Johannesburg Conference Event on 22 & 23 August 2018

Sarina, Richard and Alison’s talks were really engaging and interesting. Great Work! Adam’s session was super, very clever 🙂
Melissa Kruger – IQ Business

Very informative, eye opening, a lot of take a ways
Martin Chetty – Aegis

Read more

ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za